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HP Social Support Summit 2013: Support Sontent
HP Social Support Summit 2013: Support Sontent
HP Social Support Summit 2013: Support Sontent
HP Social Support Summit 2013: Support Sontent
HP Social Support Summit 2013: Support Sontent
HP Social Support Summit 2013: Support Sontent
HP Social Support Summit 2013: Support Sontent
HP Social Support Summit 2013: Support Sontent
HP Social Support Summit 2013: Support Sontent
HP Social Support Summit 2013: Support Sontent
HP Social Support Summit 2013: Support Sontent
HP Social Support Summit 2013: Support Sontent
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HP Social Support Summit 2013: Support Sontent

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HP Social Support Summit 2013: Support Sontent

HP Social Support Summit 2013: Support Sontent

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  • 1. Social Support SummitSupport Content in the Age of Social MediaConnect, inspire & createRandy Brown - Consumer PC Content Program ManagerKevin Gibb - Consumer PC Video Program ManagerMarch 21, 2013© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 2. Thank you!Connect, inspire & create. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 3. HP’s Support Articles “Agenda for a 15 minute cram session” Library / numbersConnect, inspire & create Types of support articles Document Creation • How • When Using HP’s docs in the forum • Why • Finding them Tips Providing Feedback 3 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 4. A Library “Topics and Topics and Topics and …” NumbersConnect, inspire & create • ~62000 English support documents for PCs • ~112000 translations • ~3.2 million document views every month 4 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 5. Support Article Types “Word Containers” What types of articles does HP provide?Connect, inspire & create • Product Specifications • Verify your customer‟s PC build • Find upgrade information • Part Replacement • Comprehensive step-by-step • How To • Accomplishes a task • Troubleshooting • Procedure to fix an issue(s) 5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 6. How Does HP Create Support Articles? “The XML Factory” ToolsConnect, inspire & create • Sourced in XML • Large scale enterprise CMS People • Technical Writers • Editors • Engineers Process • Author • Review • Publish • Maintain 6 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 7. When Does HP Create An Article? “Let‟s write a book!” Supporting new product / technologiesConnect, inspire & create • New PC introductions • New tech • New software • New OS Incoming Requests • Internal request tools Awareness !!! • Support centers • Partners • Social media 7 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 8. Using HP’s Articles “Get „er done!” Why use them?Connect, inspire & create • Link rather than type 1000 words! • Reader confidence • Back your words up with HP‟s • Rich graphics and videos Where are they? • HP Customer Care Product Sites • Support categories • HP Search • Wide search (HP.com) • Narrowed search (Customer Care) 8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 9. Tips for Forum Experts Document ID numbers • Every document has a numberConnect, inspire & create – bph012345 (older format) – c01234567 (new) • Easy to associate numbers to topics • Pop the number into a search Easy Link • Link format • http://h10025.www1.hp.com/ewfrf/wc/document?docname=bph07130 • Use in Macros for the most common posts Copy/Paste • Paste in sections • Wash clipboard data in notepad prior to pasting • Watch out for expandable sections 9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 10. How To Provide Feedback “Let HP know” PassiveConnect, inspire & create • HP Monitoring process – High # views – Legal risks – Weekly meetings – Owners / Actions – Tracking Active • Inner Circle – Usually a faster track – Monitored more closely 10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 11. Heeeeeeere’s Kevin “without further ado” • LoveableConnect, inspire & create • Hardworking • Totally rocks • Video star • Looks similar to Russell Crowe • Is almost good at Mr. Do! the arcade game • Is prone to spontaneous creativity • Old school boxer (note the nose) • Dominates animation • Has a beard to make him look smarter • Cares about customers 11 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
  • 12. Thank youConnect, inspire & create © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

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