Transcript of Integrating Help, Support, and Training Content
- 1. Integrating Help, Support, andTraining ContentPaul Mueller
(UserAid)www.useraid.com@Paul_UserAid
- 2. Why Integrate Our Content? Users want one place to go to
find answers2 2011-2013 UserAid, all rights reserved.
- 3. Why Integrate Our Content? Users want one place to go to
find answers They have one3 2011-2013 UserAid, all rights
reserved.
- 4. Why Integrate Our Content? If its not your content, it can
dilute your brand It may not be your recommended solution: Hacking
a file Buying a different product Customers can feel you dont
provide the support they need4 2011-2013 UserAid, all rights
reserved.
- 5. Why Integrate Our Content? You can put your Help content on
the internet, but thats just more content to sort through: Help and
printed books Support KB articles FAQs Technical References &
White Papers Training videos & materials Webinars and more 5
2011-2013 UserAid, all rights reserved.
- 6. Why Integrate Our Content? More content can lead to
duplicate/contradictory information: Info Dev delivers Help topics6
2011-2013 UserAid, all rights reserved.
- 7. Why Integrate Our Content? More content can lead to
duplicate/contradictory information: Info Dev delivers Help topics
Support create KB articles for common issues and copies steps from
the Help7 2011-2013 UserAid, all rights reserved.
- 8. Why Integrate Our Content? More content can lead to
duplicate/contradictory information: Info Dev delivers Help topics
Support creates a KB article for a common issue and copies steps
from the Help A new version of the product is released with updated
Help8 2011-2013 UserAid, all rights reserved.
- 9. Why Integrate Our Content? More content can lead to
duplicate/contradictory information: Info Dev delivers Help topics
Support creates a KB article for a common issue and copies steps
from the Help A new version of the product is released with updated
Help You have 1 of 2 issues: Duplicate maintenance to update the KB
article too Conflicting information9 2011-2013 UserAid, all rights
reserved.
- 10. Why Integrate Our Content? If the Support KB articles
provided links to Help content instead of duplicate information,
the issue would not exist. The KB articles would automatically be
up to date and consistent with the latest product Help.10 2011-2013
UserAid, all rights reserved.
- 11. What Will We Talk About? Needs and goals lead to
requirements Why we chose WordPress to tie it all together?
Flexible (now and into the future) Easy installation, setup, user
access, and use Concepts to understand: themes, plugins, widgets
Explore smartvault.com/support Info Dev: Help & PDF files
Training: Learning Center videos, demos, & scheduling Support:
KB, FAQs, policies, contact info, & more11 2011-2013 UserAid,
all rights reserved.
- 12. Needs & Goals Lead to Requirements12 2011-2013 UserAid,
all rights reserved.
- 13. Needs & Goals Lead to Requirements Give users one place
to go thats easy to find Reduce duplicate effort and share content
Info Dev: Needs reliable production process Training: Needs
content/videos logically organized Training: Needs modular, easy to
update materials Support: Needs content to be findable Support:
Needs to maintain content with easy UI Support: Needs internal-only
information13 2011-2013 UserAid, all rights reserved.
- 14. Why We Chose WordPress? Free, flexible content management
system Many free sources of plugins (added features) Easy to
customize and maintain Good SEO support Automated content listing,
sorting, categorizing Allow users to comment/augment content14
2011-2013 UserAid, all rights reserved.
- 15. Why We Chose WordPress?Flexibility: Blogs Epiphany
(www.epiphanyinc.new/newsandnotes) Blog is in WordPress and matches
the design of the main site15 2011-2013 UserAid, all rights
reserved.
- 16. Why We Chose WordPress?Flexibility: Whole Sites STC Houston
(www.stc-houston.org) Whole site is in WordPress and can use blog
elements throughout the design16 2011-2013 UserAid, all rights
reserved.
- 17. Why We Chose WordPress?Flexibility: Whole Sites Data
Dynamics (www.datadynamicsinc.com) Whole site can use purchased
themes to implement design17 2011-2013 UserAid, all rights
reserved.
- 18. Why We Chose WordPress?Flexibility: Whole Sites Cutting
Room Salon (www.cuttingroomsalon.com) Whole site can have custom
design to match your brand18 2011-2013 UserAid, all rights
reserved.
- 19. Why We Chose WordPress?Flexibility: Complete Social Network
with Advanced Features metroPUP (www.metropup.us) Facebook for dogs
& owners19 2011-2013 UserAid, all rights reserved.
- 20. Why We Chose WordPress?Flexibility: Integrated Technical
Support and More SmartVault Support (smartvault.com/support)20
2011-2013 UserAid, all rights reserved.
- 21. Why We Chose WordPress?Easy to Install, Set Up, Manage
Install/Setup Use a WP provider, such as wpengine.com --- OR ---
Use ISP automated install --- OR --- Create database (MySQL) Copy
WordPress files into place Edit wp-config.php file for database
connection info Open /wp-admin (displays login page)21 2011-2013
UserAid, all rights reserved.
- 22. Why We Chose WordPress?Easy to Install, Set Up, Manage Open
/wp-admin (log in)22 2011-2013 UserAid, all rights reserved.
- 23. Why We Chose WordPress?Easy to Install, Set Up, Manage
Permissions Administrator Editor Author Contributor Subscriber Can
customize the permissions model23 2011-2013 UserAid, all rights
reserved.
- 24. Why We Chose WordPress?Add Features with Custom Code You
can write custom code for any features you want to add and cannot
find plugins for today24 2011-2013 UserAid, all rights
reserved.
- 25. Exploring smartvault.com/support
- 26. Exploring smartvault.com/supportWordPress Concepts to
Understand Content Types Pages: Fixed (fairly static) content
Posts: Fluid, periodic content Other: You can create custom content
types, if needed Theme Defines the overall design (look and feel)
Many options (free, for purchase, framework like Thesis) Plugins
Provide functions (spam protection, database backup, & more)
Widgets Modules in sidebars (Links, Popular Posts, Categories +)26
2011-2013 UserAid, all rights reserved.
- 27. Exploring smartvault.com/supportOverview WordPress ties
together all the content Most content is published on WP pages or
posts Videos/demos are embedded within categorized posts KB
articles are categorized posts Support policies and contact
information are pages PDF files are embedded within categorized
posts/pages Help content is converted to Web-based files and
maintained separately (but linked to from WP posts & pages and
looks consistent with branding)27 2011-2013 UserAid, all rights
reserved.
- 28. Exploring smartvault.com/supportEntry Page Support Center
Answer Station one place to go Link to all areas important to users
Google custom search across all areas Google analytics to evaluate
content use and maintenance priorities28 2011-2013 UserAid, all
rights reserved.
- 29. Exploring smartvault.com/supportEntry Page Support Center29
2011-2013 UserAid, all rights reserved.
- 30. Exploring smartvault.com/supportRSS Feed for all WordPress
Content One RSS Feed Notification for changed content Users are in
control of how they receive and review this notification Sort by
date, title, author Filter by category Use RSS reader of choice For
example, latest post shows release notes30 2011-2013 UserAid, all
rights reserved.
- 31. Exploring smartvault.com/supportRSS Feed for all WordPress
Content31 2011-2013 UserAid, all rights reserved.
- 32. Exploring smartvault.com/supportComprehensive Help
Converted from FrameMaker files ePublisher Reverb Help Google
Search & Google Analytics integration Consistent file naming
and context-sensitive linking Responsive web design Could use
multiple folders to support help for multiple product versions32
2011-2013 UserAid, all rights reserved.
- 33. Exploring smartvault.com/supportComprehensive Help33
2011-2013 UserAid, all rights reserved.
- 34. Exploring smartvault.com/supportGuides PDF files linked for
easy access by users who want them WordPress page with links to PDF
files stored in folder on server Can easily update files in that
folder, or modify page in WordPress Standard links and search
widgets34 2011-2013 UserAid, all rights reserved.
- 35. Exploring smartvault.com/supportGuides35 2011-2013 UserAid,
all rights reserved.
- 36. Exploring smartvault.com/supportLearning Center Video
Tutorials linked or embedded in posts, categorized as needed Video
Tutorials page in Learning Center lists categories & hot links
Training materials, outlines, & agendas can be handled same way
Schedule Live Training link lets users sign up for more training36
2011-2013 UserAid, all rights reserved.
- 37. Exploring smartvault.com/supportLearning Center37 2011-2013
UserAid, all rights reserved.
- 38. Exploring smartvault.com/supportKnowledge Base KB articles
(posts) for issues, tips, and undocumented items Posts categorized
as needed & SEO applied Popular posts listed Recommended by
Support (FAQs) listed Easy to create/update & link to Help and
training Custom fields store internal-only information38 2011-2013
UserAid, all rights reserved.
- 39. Exploring smartvault.com/supportKnowledge Base39 2011-2013
UserAid, all rights reserved.
- 40. Exploring smartvault.com/supportKnowledge Base Easy to
Create and Maintain40 2011-2013 UserAid, all rights reserved.
- 41. Exploring smartvault.com/supportKnowledge Base Easy to
Create and Maintain41 2011-2013 UserAid, all rights reserved.
- 42. Exploring smartvault.com/supportSupport Policies and
Contact Information Help users understand policies and available
support plans Contact information easy to find All contact methods
listed in one place Chat Support tickets Phone numbers Support can
quickly update this information42 2011-2013 UserAid, all rights
reserved.
- 43. Exploring smartvault.com/supportSupport Policies and
Contact Information43 2011-2013 UserAid, all rights reserved.
- 44. Exploring smartvault.com/supportService Status and More
Quick access to a status page that indicates if the SaaS system is
available, or down for service Access for partners to resources,
such as logos, templates, and customer success stories Additional
datasheets, whitepapers, and technical references You decide what
your customers needand deliver it in one, integrated solution44
2011-2013 UserAid, all rights reserved.