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Innovations in User Assistance
 

Innovations in User Assistance

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Innovations presented by Marta Rauch at WritersUA 2012: ...

Innovations presented by Marta Rauch at WritersUA 2012:
- Single-sourcing mobile user assistance for Kindle and making it available for smartphones and tablets, including Android, iPhone, and iPad
- Google+ pages for user assistance
- Best practices for using social networks for user assistance

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    Innovations in User Assistance Innovations in User Assistance Presentation Transcript

    • Innovations inUser Assistanceat OracleMarta Rauch WritersUA 2012 @martarauch Marta Rauch +Marta Rauch
    • Todays Agenda • Single-sourcing mobile UA for smartphones and tablets • Google+ pages for user assistance • Best practices for social networks for UA • Q&AMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 2
    • Audience Poll • Do you provide mobile user assistance? • Do you use social networks for user assistance?Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 3
    • Assignment: Listen for the top 3 tips you’d like to take back to your workplace.Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 4
    • Simple Strategy for Single-Sourcing Mobile User AssistanceMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 5
    • Amazon Kindle-Compatible Files Kindle- compatible .MOBI files http://docs.oracle.com/cd/E17236_01/nav/portal_1.htmMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 6
    • Sample Kindle-Compatible Book Reading and navigation controls on Kindle for PC appMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 7
    • Single-Sourced Mobile User Assistance One file format can be read by several mobile deviceshttp://www.amazon.com/gp/feature.html/ref=kcp_ipad_mkt_lnd?docId=1000493771Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 8
    • Leverage Amazon’s Mobile Reading Appshttp://www.amazon.com/gp/feature.html/ref=kcp_ipad_mkt_lnd?docId=1000493771Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 9
    • Leverage Reading Apps for Android Smartphone, Tablet MOBI files can be read by Aldiko for Android (Amazon Appstore or Android Market/Google Play) Android Market / Google PlayMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 10
    • Leverage Reading Apps for iPhone, iPad MOBI files can be read by eBookMobi for iPhone, iPad MOBI files can Apple App Store be read by Amazon Kindle for iPhone, iPad Apple App StoreMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 11
    • Amazons KindleGen Free download KindleGenMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 12
    • Tips for Conversion• Check with your Legal department on any legal requirements• Evaluate your current output, review Amazon Kindle Publishing Guidelines to determine changes to meet Amazon Kindle standards.• Do a manual conversion. • Download KindleGen and use it to convert your file to MOBI format. • If necessary, modify HTML and CSS to meet Amazon’s requirements.• Test converted files on an actual Kindle.• Incorporate conversion into your production process. Resources: Joshua is here Kindle Formatting: The Complete Guide, by Joshua Tallent at WritersUA! Amazon Kindle Gen Publishing Tool Amazon Kindle Publishing Guidelines 13
    • Sample Project Plan 1. Begin an Initiative and plan schedule, resources 2. Convert a typical file as a proof of concept 3. Test on Kindle 4. Update HTML and CSS as necessary 5. Integrate conversion into your production process 6. Convert rest of UA files 7. Test on Kindle 8. Deliver content 9. Gather feedback, collect metrics 10. Iterate as necessaryResource on our EPM ID Initiative program:http://www.infomanagementcenter.com/members/pdfs/reprints/BP09-12MRauch.pdfMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 14
    • Sample Test Cases • Organize: Download, open, close, remove • Read: Turn pages, navigate, change font size, search, review graphics, look up a word, highlight, bookmark, use shortcuts • Share: Add notes, commentsMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 15
    • Amazons Kindle Previewer Quickly preview a MOBI file on Kindle reading apps for PC. Kindle, iPhone, iPad Kindle PreviewerMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 16
    • Google+ Pages for User AssistanceMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 17
    • Tip: Create a Google+ Page • Reach 90 million users • Provide different content to different groups using circles • Improve search engine optimization (SEO) • Learn • Interact • Share informationMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 18
    • Oracle’s Hyperion EPM Info Page Our page links to our one-stop-shop EPM ID Documentation Portal Hyperion EPM Info Google+ page: https://plus.google.com/106915048672979407731/postsMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 19
    • Interact with Followers Followers ask questions, request informationMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 20
    • Connect with User GroupsMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 21
    • Share Videos Link to YouTube videosMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 22
    • Interact via Video Hangouts Schedule real- time video “hangouts”Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 23
    • Conduct Contests Give prizes or other types of rewardsMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 24
    • Link to Employee Blogs Linking to employee blogs increases SEO for your corporate siteMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 25
    • Share Circles to Create Community Share circles for different user types: end-users, admins, consultants…Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 26
    • Let Your Google+ Fans Spread the Word Fans share content with their circlesMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 27
    • Best Practices for Social Networks for UAMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 28
    • Best Practices for Social Networks 1. Research 2. Strategy 3. Guidelines 4. Engage 5. Fresh Content 6. Leverage Content 7. Monitor 8. Analytics 9. Publicize 10. AdjustMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 29
    • 1. Research, Plan, Listen • Review your corporate and legal guidelines • Monitor your corporate social networks • Search Twitter, Facebook, YouTube, Google+ • Check your competitors’ social networks • Identify corporate social network allies • Look for champions of your brand • Decide which social networks to support • Get baseline metricsMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 30
    • 2. Develop Strategy, Guidelines • How often to post, response time • Who posts, backup plans • What types of posts • Posting guidelines:  What to post  What not to post • Plans for handling:  Spam  Negative posts  Emergencies • Analytics • Account name, logo • Account setupMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 31
    • 3. Follow Best Posting Practices • Post regularly. • Post succinctly. Facebook posts between 100 - 250 characters get 60% more likes, comments and shares than posts >250 characters* • Include photos and videos. Facebook posts including a photo album, picture or video generate 180%, 120%, and 100% more engagement than the average post* • Ask questions, get fans’ opinions. • Use fill-in-the-blank posts. • Conduct polls. • Provide access to exclusive information, early access, rewards. • Be timely - incorporate current events, holidays, news Facebook posts mentioning “Independence Day” on July 4 get 90% more engagement than other posts that day* • Analyze results over time, adjust accordingly. * Source: Facebook for BusinessMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 32
    • 4. Engage Point to UA resources Share your department’s contact infoMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 33
    • 5. Provide Fresh Content Link to new deliverablesMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 34
    • … and More Fresh Content! Announce new features Link to a customer survey Share UA updates. releasesMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 35
    • 6. Leverage Other Content Use corporate keywords (Twitter #hashtags) to help people find your posts Share content from other social networks at your companyMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 36
    • 7. Monitor Engagement • Twitter mentions • Surveys via SurveyMonkey • Facebook Insights for business pages https://www.facebook.com/help/?page=205260336179771 http://ads.ak.facebook.com/ads/FacebookAds/Page_Insights_en_US.pdfMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 37
    • 8. Review Analytics Tip: Use Bit.ly to analyze engagement with shortened links http://bitly.comMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 38
    • 9. Publicize Your Networks Tip: Create a QR code linking to your social networks Tip: Create an email signature for your department with links to your social networksMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 39
    • 10. Adjust Strategy As Necessary New Kindle file format Facebook Insights dataMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 40
    • Best Practices for Social Networks 1. Research 2. Strategy 3. Guidelines 4. Engage 5. Fresh Content 6. Leverage Content 7. Monitor 8. Analytics 9. Publicize 10. AdjustMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 41
    • What We Covered • Single-sourcing mobile user assistance for smartphones and tablets • Google+ user assistance page • Best practices for social networks for user assistanceMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 42
    • Top Tips To Take Back Share the top tip you plan to take back to your workplace.Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 43
    • Selected Resources • Amazon Kindle Gen Publishing Tool • Amazon Kindle Previewer Testing Tool • Amazon Kindle Publishing Guidelines • Amazon Kindle Reading Apps • Kindle Formatting: The Complete Guide, by Joshua Tallent • Apple App Store: http://www.apple.com/iphone/from-the-app-store/ http://www.apple.com/ipad/from- the-app-store/ • Android Market: https://market.android.com/apps • Amazon Appstore: http://www.amazon.com/mobile- apps/b/ref=sa_menu_adr_app4?ie=UTF8&node=2350149011 • QR Code Overview • Facebook Insights • Facebook for Business, Building Your Business with Facebook PagesMarta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 44
    • Selected Google+ Resources Google+ https://plus.google.com Google+ Tour, Google+ Instructions Mashable’s Guide to Google+ http://mashable.com/2011/07/16/google-plus-guide/ Google+ help center http://support.google.com/plus/?hl=en&p=help_center Google+ forum http://groups.google.com/a/googleproductforums.com/ forum/#!forum/google-plus-discuss First 5 things to do for Google+ business pages http://windmillnetworking.com/2012/01/24/first-5- things-google-plus-business-page/ What the Plus! By Guy Kawasaki http://www.guykawasaki.com/what-the-plus/Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012 45
    • Follow me: • Google+: Marta Rauch • LinkedIn: martarauch • Twitter: @martarauch Follow me!Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012. 46