Mais conteúdo relacionado Semelhante a Integrating Help, Support, and Training Content (20) Integrating Help, Support, and Training Content2. Why Integrate Our Content?
Users want one place to go to find answers…
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3. Why Integrate Our Content?
Users want one place to go to find answers…
They have one…
3 © 2011-2013 UserAid, all rights reserved.
4. Why Integrate Our Content?
If it’s 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
don’t provide the
support they need
4 © 2011-2013 UserAid, all rights reserved.
5. Why Integrate Our Content?
You can put your Help
content on the internet,
but that’s 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 topics
6 © 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 Help
7 © 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
Help
8 © 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 information
9 © 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, & more
11 © 2011-2013 UserAid, all rights reserved.
12. Needs & Goals Lead to Requirements
12 © 2011-2013 UserAid, all rights reserved.
13. Needs & Goals Lead to Requirements
Give users one place to go that’s 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 information
13 © 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 content
14 © 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 site
15 © 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
design
16 © 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
design
17 © 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
brand
18 © 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 & owners
19 © 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 model
23 © 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 today
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26. Exploring smartvault.com/support
WordPress 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/support
Overview
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/support
Entry 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
priorities
28 © 2011-2013 UserAid, all rights reserved.
30. Exploring smartvault.com/support
RSS 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 notes
30 © 2011-2013 UserAid, all rights reserved.
32. Exploring smartvault.com/support
Comprehensive 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
versions
32 © 2011-2013 UserAid, all rights reserved.
34. Exploring smartvault.com/support
Guides
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 widgets
34 © 2011-2013 UserAid, all rights reserved.
36. Exploring smartvault.com/support
Learning 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 training
36 © 2011-2013 UserAid, all rights reserved.
38. Exploring smartvault.com/support
Knowledge 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 information
38 © 2011-2013 UserAid, all rights reserved.
42. Exploring smartvault.com/support
Support 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 information
42 © 2011-2013 UserAid, all rights reserved.
44. Exploring smartvault.com/support
Service 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 need…and
deliver it in one, integrated solution
44 © 2011-2013 UserAid, all rights reserved.
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