Content Strategy

at Meta

I created and managed strategic help and education content to serve billions of global Facebook users. I collaborated with partner teams to draft, design and polish copy according to style guidelines.

My content empowered people to self-resolve issues immediately, decreasing user issue reports and increasing issue resolution rates. I also monitored content feedback and reported data from signals like helpfulness and impressions to make meaningful product changes with user needs in mind. Additionally, I continuously performed audits to optimize content for users and ensure content freshness, including deprecating low-performing, low-traffic pages.

Over 7 years, I managed content across 3 help centers, supporting over 400 product launches. Here are some examples of my work.

Messenger End-to-end Encryption

Messenger rolled out default end-to-end encryption for all personal chats and calls on Messenger and Facebook, making chats even more private and secure, as well as added features like disappearing messages, rich media, and more. Here’s what I did for this launch:

  • A highly complex, legally sensitive product launch, I partnered with global teams across product marketing, engineering and UX research over 12 months to develop a curated set of easy-to-understand help articles on the Messenger Help Center.

  • I then set and executed a strategy to link to relevant articles directly from within the product itself (such as from error messages), reducing the burden on users to seek help outside their chats, keeping them in our product and building trust with users.

  • Finally, to ensure a consistent content strategy, I proactively created and shared source-of-truth launch documentation with partners and peers to help facilitate further end-to-end encrypted chat expansion to Facebook and Instagram messages.

Facebook Shops

The launch of Facebook Shops allowed businesses to set up an online store on their Facebook Page for customers to access and even check out on both Facebook and Instagram. Here’s what I did for this launch:

  • I created, updated and published 80+ help articles on the Business Help Center to support this launch, in partnership with the product team. To do this, I developed several templates, interstitial banners, and an internal content library.

  • I also created a clear approval process to organize and manage this extra-large content set, led trainings on my system, and coordinated with legal, marketing, and localization teams to update all the content as efficiently as possible.

  • I helped to develop an additional online course series for this launch, collaborating with product teams and learning designers by contributing my hard-earned, deep subject-matter expertise. I even appeared in an educational video in the course about how sellers could use the new Commerce Manager tool to drive business goals–work that was normally out of scope, but that I felt was vital to the launch success.