Help yourself…    ...to a whole lot of user assistanceKeri Prasky                       Mary Beth RavenOnline Community Sr...
Where do you go when you need help? SolidWorks Help Online Social Media
Where do you go when you need help? SolidWorks Help Online    SolidWorks.com    SolidWorks Forums    Knowledge Base*...
SolidWorks Introductory    Introducing SolidWorks PDF    SolidWorks Fundamentals SolidWorks Help    Help Topics    C...
SolidWorks What’s New     Within Help Pages     By Topic Moving from 2D to 3D     Moving from 2D system to SolidWorks...
SolidWorks   Tip of the Day   Setting up Dynamic Help on first startup   Administrative Guides   API Help   Add-in Help
Where do you go when you need help?   SolidWorks Help Online      SolidWorks.com      SolidWorks Forums      Knowledg...
Online - SolidWorks.com SolidWorks Product Information    By Product    By Industry    Purchasing Support Area      ...
Online - SolidWorks.com Community   Blogs   User Group Information   Forums      To log in or not log in?         ― R...
Online – SolidWorks.com Resource Center    Many Types of Content         Videos         Tutorials         Tech Tips  ...
Online – Knowledge Base* Subscription Customers    SolidWorks Knowledge Base Free Product Support    eDrawings    3D ...
Where do you go when you need help? SolidWorks Help Online    SolidWorks.com    SolidWorks Forums    Knowledge Base*...
Social Media: SolidWorks Approach Actively engage existing and potential users    Distribute information    Provide lea...
Social Media SolidWorks does NOT provide direct support through social  media SolidWorks resellers: primary support The...
Social Media
Social Media - Twitter @SolidWorks:    Matt West    Get news and     updates    See who else is     using SolidWorks, ...
Social Media - Twitter @SWUGN   Richard Doyle   News about all the    SWUGN activities    and meetings,    worldwide  ...
Social Media - Twitter Follow this twitter list  for tweets from many  SolidWorks users https://twitter.com/#!/  SolidWo...
Social Media - Twitter Hash tags    #SolidWorks    #SWW12
Social Media - Twitter   Who follows any of these SolidWorks accounts?   Are we tweeting about the right things for you?...
Social Media - Facebook   Read stories about    engineering and design   Mini resource center   Audience is younger    ...
Social Media - Facebook Who has befriended SolidWorks on Facebook? Is Facebook a good mini-resource center? Would can w...
Social Media – LinkedIn   Professional Network   Find Jobs that involve    using SolidWorks   Seminars   SolidWorks do...
Social Media - LinkedIn Is anyone a member of the LinkedIn SolidWorks group?
Social Media - Blogs   SolidWorks Blog –    company updates,    innovation, product news   http://blogs.solidworks.co   ...
Social Media - Blogs   SolidWorks Teacher   http://blogs.solidworks.co    m/teacher/
Social Media - Blogs Many other blogs  related to  SolidWorks http://www.solid  works.com/sw/re  ad-solidworks-  blogs.htm
Social Media - Blogs   Who follows the SolidWorks blog?   The SolidWorks Community blog?   The Teacher blog?   What bl...
Social Media - YouTube SolidWorks has  a channel   Short how-to    videos   http://www.youtub    e.com/user/solidw    o...
Social Media - YouTube Who here has watched any of the SolidWorks videos on  YouTube? What improvements or changes would...
Give us feedback here at SWW! Come to the usability lab    In the Hilton Bayfront    Pod in the SolidWorks     booth in...
Give us feedback all year long! In addition to using  the forums and  social media, send  us your log files
Questions?Post to theDocumentation andTraining area of forumhttps://forum.solidworks.com/community/solidworks/help_and_tra...
Thank You!Twitter: @MaryBethRavenPersonal blog (about social media use):www.MaryBethRaven.org
Summary SolidWorks Help Online    SolidWorks.com    Knowledge Base    SolidWorks Forums Social Media
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Help yourself jan12

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Presentation about user assistance and SolidWorks Social Media use, GIven by myself and Keri PRasky, at SolidWOrks World 2012. also available at The SolidWorks World 2012 proceedings site
http://www.solidworks.com/sww/proceedingsi

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  • Introduce myself and MBSpend the next hour discussing how much information is out there, within SolidWorks, Online, Social Media, etc.Also discussing the coming improvements and how you can help shape our directionInformal – raise your hands at any time
  • Most of you have probably accessed the Help within SWShow of hands for onlineShow of hands for Social Media
  • SW PDFTask paneHelp icon flyoutHelp menuFundamentalsOnline SW_fundamentals.htmlRegular SW HelpFrom ? Icon and Help MenuContext sensitive<example>Help.SW.comHide/show TOCWalk through TOCNext/PreviousGuided navigation, synonyms, spelling checkGive feedback linkKnowledge Base searchNew improvement – integration of forums (blogs, etc) in search resultsTurning Web help on/off <list instructions>Glossary – common terms
  • What’s NewHTML and PDFInteractive What’s NewBy sparkle in menus <File> Edit> Select All> (Example: Edit> Select All) Moving from 2D to 3DSpecifically created to help AutoCAD users move to SolidWorksTutorialsOnly available locally Example files get downloaded with installationHyperlinks for files directly in tutorialsClicking iconic toolbar buttons in the tutorial will highlight within the UIQuick TipsAlternative to tutorials to learn basicsAvailable for core SW and SimulationClicking on quicktips highlights UI elements and shows guidance balloonsQuick Tips are mode-specific.Turn on/offPromptsLarge tooltips when hovering over toolbar buttonsTurn on/off under Customize dialogPrompts on status bar while in a commandSearch from within SWSearches Help, KB, Forum, Commands
  • Tip if the DayIn the task paneChoose between dynamic help type on first start upQuick Tips, Interactive What’s New or none <get from Jim how to reset>Only prompted first time a user starts SW – next release they are considered an existing user and given What’s New interactive helpAdmin guideWithin regular documentation Release NotesChanges in each SPAvailable from Help menu of specific products and onlineAvailable in TOC, from installer and onlineAPI helpAdd-in HelpBoth local and web for SW provided add-insEach partner add-in determines how to deliver their own helpMost available from help menu as local help
  • Note to Keri – I tried to make the social media icons look “grayed” like the text.. Up to you if you want to keep it, change it, or just put back the words.In picture color, I reduced the saturation.
  • SW Product InformationSupport Area provides Support, Downloads, Forums, Online Help, Learning Resources specific to each area
  • Blogs – different that the blogs MaryBeth is going to discussInternal detailed discussions regarding SW-centric itemsE.g. Part Reviewer, Share Your Score
  • Resource Center – One of the areas that we have next on our list for improving
  • Offered as a search option on Help.sw.com
  • Actively engage existing and potential users to Engage in direct dialog with SolidWorksDistribute information on products, services and eventsProvide learning and education resourcesBetter understand user needs to improve product and serviceWe encourage you to participate in social mediaThe best kind of “user assistance” is understanding your needs See what other SolidWorks users are doingKeep the fun, “connected” feeling from SWW goingWin prizes! iPad, Free SolidWorks World admission, etc.Repost stories from the blog and curated content – stories about engineering and design. They are in the process of making the pages into “mini resource” centers, e.g. the SolidWorks 2012 page, the lets go design thing, a tab for tutorials for students.  Will have a tab for get help with an embedded version of the forum.  SolidWorks on Twitter – 2 fold – both a distribution system for news and updates (point to the blog and press releases etc. and a triage channel, Running conversation there. Twitter is the only place you can go to take part in a conversation that can include SW emploees, uses, competitors, resellers, partners, and competitor users.  Without a bunch of territorial pissing – it’s a neutral platform.   The SolidWorks group on LinkedIN – SolidWorks does not actually own it. Matt has administrator right s- but it really is by a user for users. SolidWorks does post thing there, but they do not have a whoel lot of involvement. Tha’ts really muc h more of a professional network. Headhunters do post jobs, and seminars. Try to keep the spam down. That’s a good place for people to go and talk about things more related to the process of having a design career.You see a lot of conversation about products in general, comparing SolidWorks with other tools.  “It’s very self-policing” – not a lot of off topic conversation.  SolidWorks User group on Google = (do you own that? Someone else?)  Youtube – a lot of tutorial videos, mostly by the education group but we see professionals watching them a lot. They’ve been putting a lot of the videos on the youtube channel as a traffic generation device. (You won’t see too many high-level marketing videos) On all three days of the event – generally my 5 pm we’ve posted an edited version of the general session video.  
  • See what other people are up toGet general info etc. Maybe re-focus this slide on “why use Social media”
  • Before we talk about SolidWorks and Social media, I’d like to learn a little about how you are using social media in your daily lives, - both personal and professional. By a show of hands – Who uses twitter? Facebook? LinkedIn? Do you follow any blogs? Who uses an RSS reader to follow blogs? Is there anyone here who does NOT use youtube in some way??What do you find most valuable about using any of these? Ok. Thanks. So now I have an idea of who uses what. Now I’ll talk a little bit about what SolidWorks is doing in each of these areas.
  • MB will demo the twitter stream.Twitter is a neutral place – compared to the SolidWorks blog or some other company-sponsored place. That is why it’s easy to have the conversations that span customers, competitors etc.
  • MB will demo the twitter stream.Twitter is a neutral place – compared to the SolidWorks blog or some other company-sponsored place. That is why it’s easy to have the conversations that span customers, competitors etc.
  • MB will demo the twitter stream.Twitter is a neutral place – compared to the SolidWorks blog or some other company-sponsored place. That is why it’s easy to have the conversations that span customers, competitors etc.
  • Mini-resource center: the SolidWorks 2012 page, the lets go design thing, a tab for tutorials for students.  Will have a tab for get help with an embedded version of the forum.
  • Add marieplanchar’d teach blog
  • Help yourself jan12

    1. 1. Help yourself… ...to a whole lot of user assistanceKeri Prasky Mary Beth RavenOnline Community Sr. Consultant Sr. Manager, User ExperienceDS SolidWorks Corp DS SolidWorks Corp
    2. 2. Where do you go when you need help? SolidWorks Help Online Social Media
    3. 3. Where do you go when you need help? SolidWorks Help Online  SolidWorks.com  SolidWorks Forums  Knowledge Base* Social Media  Twitter  Facebook  Blogs  Youtube
    4. 4. SolidWorks Introductory  Introducing SolidWorks PDF  SolidWorks Fundamentals SolidWorks Help  Help Topics  Context Sensitive  Help.SolidWorks.com  Searching from Google: site:help.solidworks.com/<version><search string>  Turning Web Help on/off  Glossary
    5. 5. SolidWorks What’s New  Within Help Pages  By Topic Moving from 2D to 3D  Moving from 2D system to SolidWorks Tutorials Quick Tips Prompts Search from within SolidWorks
    6. 6. SolidWorks Tip of the Day Setting up Dynamic Help on first startup Administrative Guides API Help Add-in Help
    7. 7. Where do you go when you need help? SolidWorks Help Online  SolidWorks.com  SolidWorks Forums  Knowledge Base* Social Media
    8. 8. Online - SolidWorks.com SolidWorks Product Information  By Product  By Industry  Purchasing Support Area  Support  Downloads  Forums  Online Help  Learning Resources
    9. 9. Online - SolidWorks.com Community  Blogs  User Group Information  Forums  To log in or not log in? ― Read-only access  Searching the Forum
    10. 10. Online – SolidWorks.com Resource Center  Many Types of Content  Videos  Tutorials  Tech Tips  Education
    11. 11. Online – Knowledge Base* Subscription Customers  SolidWorks Knowledge Base Free Product Support  eDrawings  3D ContentCentral
    12. 12. Where do you go when you need help? SolidWorks Help Online  SolidWorks.com  SolidWorks Forums  Knowledge Base* Social Media
    13. 13. Social Media: SolidWorks Approach Actively engage existing and potential users  Distribute information  Provide learning resources  Better understand user needs Participate in social media  See what other SolidWorks users are doing  Keep the fun feeling from #SWW12  Win Prizes!
    14. 14. Social Media SolidWorks does NOT provide direct support through social media SolidWorks resellers: primary support Then why include social media in a talk about user assistance?
    15. 15. Social Media
    16. 16. Social Media - Twitter @SolidWorks:  Matt West  Get news and updates  See who else is using SolidWorks, doing similar design  Over 7,000 followers  Mainly professionals  https://twitter.com/ #!/SolidWorks
    17. 17. Social Media - Twitter @SWUGN  Richard Doyle  News about all the SWUGN activities and meetings, worldwide  Over 400 followers  https://twitter.com/ #!/SWUGN
    18. 18. Social Media - Twitter Follow this twitter list for tweets from many SolidWorks users https://twitter.com/#!/ SolidWorks/solidworks- contacts/members
    19. 19. Social Media - Twitter Hash tags  #SolidWorks  #SWW12
    20. 20. Social Media - Twitter Who follows any of these SolidWorks accounts? Are we tweeting about the right things for you? What could we stop tweeting about? What could we start tweeting about?
    21. 21. Social Media - Facebook Read stories about engineering and design Mini resource center Audience is younger than Twitter  40% are 18-24  35% are 24-35 Audience very international  20% from Turkey  Many from Malaysia, Indonesia https://www.facebook. com/#!/solidworks
    22. 22. Social Media - Facebook Who has befriended SolidWorks on Facebook? Is Facebook a good mini-resource center? Would can we do better there?
    23. 23. Social Media – LinkedIn Professional Network Find Jobs that involve using SolidWorks Seminars SolidWorks does NOT own this group. SolidWorks does NOT post anything here Completely managed by the community http://www.linkedin.co m/groups?gid=82201& trk=myg_ugrp_ovr
    24. 24. Social Media - LinkedIn Is anyone a member of the LinkedIn SolidWorks group?
    25. 25. Social Media - Blogs SolidWorks Blog – company updates, innovation, product news http://blogs.solidworks.co m/solidworksblog/ SolidWorks Community - http://blogs.solidworks.co m/swcommunity/
    26. 26. Social Media - Blogs SolidWorks Teacher http://blogs.solidworks.co m/teacher/
    27. 27. Social Media - Blogs Many other blogs related to SolidWorks http://www.solid works.com/sw/re ad-solidworks- blogs.htm
    28. 28. Social Media - Blogs Who follows the SolidWorks blog? The SolidWorks Community blog? The Teacher blog? What blog topics do you want us to cover?
    29. 29. Social Media - YouTube SolidWorks has a channel Short how-to videos http://www.youtub e.com/user/solidw orks
    30. 30. Social Media - YouTube Who here has watched any of the SolidWorks videos on YouTube? What improvements or changes would you like to future videos on the YouTube channel? What (if any) integration of social media into SolidWorks would be useful?
    31. 31. Give us feedback here at SWW! Come to the usability lab  In the Hilton Bayfront  Pod in the SolidWorks booth in the exhibition hall
    32. 32. Give us feedback all year long! In addition to using the forums and social media, send us your log files
    33. 33. Questions?Post to theDocumentation andTraining area of forumhttps://forum.solidworks.com/community/solidworks/help_and_training Click here!
    34. 34. Thank You!Twitter: @MaryBethRavenPersonal blog (about social media use):www.MaryBethRaven.org
    35. 35. Summary SolidWorks Help Online  SolidWorks.com  Knowledge Base  SolidWorks Forums Social Media
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