World usability day 2011 presentation v2Presentation Transcript
WORLD USABILITY Making Social Media Work For You DAY 2011
WHAT IS WORLD USABILIT Y DAY? It’s about making our world work better. It’s about making life easy and user friendly. It’s about developing technologies in a way that serves people first. WUD was founded in 2005 as a UPA initiative to ensure that services and products important to human life are easier to access and simpler to use. Over 200 events are organized in over 43 countries.
THE PRESENTERS ForeSee Results – Kamaria Campbell TechSmith – Daniel Foster General Motors – Terence McKinney Detroit Medical Center – Julian Bond Deque Systems – Dylan Barrell MSU – Constantinos Coursaris
FORESEE Kamaria Campbell – UX Best Practices for Social Media How and why Foresee researches social media How: Heuristic Evaluations, trial and error, experiments, books. They came up with a list of best practices, which a Nielsen Norman report later confirmed. Ex: structure of a Tweet
TECHSMITH Blowing up the Suggestion Box – by Daniel Foster Engaging with customers through social media can create long-term customer relationships. Empowering users, who can look at a product and say, “I influenced that.” Requires commitment from employees to contribute Open BETA – Snagit for Mac
GM IN OVERDRIVE Terrence McKinney – UX Manager Team usually called upon to make usability evaluations of existing websites. After success of Answer Me Now blog used during financial crisis, higher-ups at GM wanted something more permanent.
GM IN OVERDRIVE - CHALLENGES More demand than resources Lack of analytics SharePoint 2010 Security and Legal Issues
GM IN OVERDRIVE Every user/department has a profile, and subscribes to other streams. Daily news, leadership messages, engineering, HR concerns, technical issues, polls Harnesses wisdom of the crowds Requires reading and accepting terms of service agreement
DETROIT MEDICAL CENTER Julian Bond – Hospitals and social media Used social media to boost employee morale To advertise Talk about medical breakthroughs Share patient stories. One patient was on the Today Show after Matt Lauer saw her accomplishments.
DETROIT MEDICAL CENTER @dmc_julian Participation What October show are you most interested in? Fillmore live music venue Sporting events ticket give-aways. Sign-up for marathon event. Raising Awareness Live chat about Medicare Fire safety education
DEQUE SYSTEMS Dylan Barrell, VP of Product Development at Deque. Leader in accessibility - ARIA Converted a Flash application to HTML. They were able to do it using JQuery and Raphaeljs. Challenges: IE6, IE7, IE8, and integration with the back - end. Tools: RAMP, FireEyes
CONSTANTINOS COURSARIS, MSU Making sense of social media metrics and analytics. You can’t manage what you can’t measure. Hard to put a monetary value on social media stats. Show the human element, offer unique value, post daily, keeping information current. Passive affiliation is worth less than active engagement.
CONSTANTINOS COURSARIS, MSU Engagement is more important because it often precedes sales. 1% engagement is a good benchmark. Social media increases engagement: Target – “The best thing about fall is…” You fill in the blank on Facebook. Social Media empowers people to make changes. Delta Airlines
CONCLUSION Social media can be very beneficial for a business, but it requires a lot of dedicated effort on the part of the company. Social Media is very powerful, and it’s not going away. Social media is at the forefront of progress made in technology and culture, and you have to remain involved to keep up.