The “Social” Impact on Docs and Help (DITA, Trisoft, CCMS)

“Social” Impact on Docs and HelpFollow me on Twitter: @roebot

Product Help • Should be, at least, as exceptional as marketing materials • Accelerate not aggravate • Provide a “home base” for users and company’s social strategy2

Docs 1.0: Pre-Internet3

Docs 2.0: Social Help Center4

Most Product User Development Experiences Kicking Ass ThresholdSkill Meh Newbie Time 5

Getting to the “Kick Ass” Threshold Kicking Ass ThresholdSkill Meh About where I quit Newbie Time 6

Ideal User Development Ninja Kicking Ass ThresholdSkill This is achievable! Newbie Time 7

Visual Example of Ninja8

Users are the most valuable asset you have. Docs and support should make users awesome, NOT just answer questions.9

User Development in Gaming Industry Ninja Badge Champion Badge Kicking Ass Threshold Success Badge 3Skill Success Badge 2 Success Badge 1 Newbie Time 10

Learning is a Continuous Social Experience• Try it – “play with product”• Google questions• Consult help docs• Tutorials and tips - official and user generated• Blogs and discussion forums• View videos and animations – official and user generated• Take instructor-led training• User groups, associations, and online communities11

Users Like Discussion Tools?

No, Users Don’t. Forums suck Have you read “Lord of the Flies”? Acceptable for sharing Orc Battles Only a “backstop”13

A Necessary Backstop14

Homebase is your Docs!15

Why Socially-Enabled Help and Docs?• It’s how humans learn• Empowers an existing community• “Turns On” new interactions• Provides valuable intelligence• Happens with or without you• Happy customers buy more• Addresses “long-tail”16

The Long Tail: Enable Peer-2-Peer Learning17

Introducing the Social Help CenterHomebase for:• Customer engagement• User analytics• Peer to peer learning• SMEs, MVPs• Powers docs for SUPPORT (in ticketing) o Real-time search, discovery, drag-drop in tix• Allows SUPPORT to contribute• Contextual helps system for all o Help when and where customers need it18

Community Engagementi.e.- Homebase19

Introducing the Social Help Center, i.e.- “Homebase” Benefits • Uniformity Social Help • Constant optimization Center • Content standardization • Content repurposing • Agile distribution SEO Sales • Scalability Analytics Marketing Key Features • Accelerate learning Customer • In-product contextual help (F1) Satisfaction Support • Behavioral analytics • Adaptive search Community Training • Intelligent document framework Education • Ladder of engagement • Content moderation SME Tech Pubs20

Technical Publishing with Existing Authoring Tools Authoring Tool Social Help Authoring Center Tool Authoring Tool SEO Sales Benefits Analytics Marketing • Use existing authoring tools • Click publishing Customer Satisfaction Support Community Education Training SME Tech Pubs21

Technical Publishing with CCMS Authoring Tool MindTouch Strategic Authoring Help 2.0 Tool Authoring Tool SEO Sales CCMS XML Analytics Marketing Customer Satisfaction Support HTML DVD Print PDF Community Education Training SME Tech Pubs22

With Translation Service Authoring Tool MindTouch Strategic Authoring Help 2.0 Tool Authoring Tool SEO Sales CCMS XML Translation Analytics Marketing Service Customer Satisfaction Support HTML DVD Print PDF Community Education Training SME Tech Pubs23

Autodesk WikiHelp Landing Page Contributions from the user communityTech Pubs What are/ User peopleassistance looking atfrom the most?Autodesk Newest What has videos been added to added/ WikiHelp updated recently?© 2008 Autodesk Copyright © 2010 Autodesk, Confidential and Proprietary Autodesk Confidential

Re-imagine the Learning Experience Customers and Autodesk partner for learning to collect and share knowledge from around the globe and make learning more relevant, dynamic, and responsive.© 2008 Autodesk Copyright © 2010 Autodesk, Confidential and Proprietary Autodesk Confidential

How it Works - Content Workflows Social Help Center Staging Social Help Center26

It’s more than help. It’s a learning partnership with our users.  Improves access  Directly from Autodesk software  From your favorite search engine  Enables easy contributions  Allows dynamic updates  Supports peer-to-peer learning  Supports sharing / emailing links© 2008 Autodesk Copyright © 2010 Autodesk, Confidential and Proprietary Autodesk Confidential

Project Summary A consistent multi-product Help experience for Autodesk products, including social learning tools for Help, content sharing / authoring, ratings, and high quality Video. Highlights:  Integrated with Autodesk CMS (SDL Trisoft)  Edit and add videos, text, ratings, tags, and comments  20+ products / Suites  Multiple languages  Enhanced Search  HD video / thumbnail galleries  Easy content sharing  Uses Autodesk.com Single Sign-on  Robust analytics  Content moderation tools© 2008 Autodesk Copyright © 2010 Autodesk, Confidential and Proprietary Autodesk Confidential

Behavioral and Curation AnalyticsUsage and engagement intelligence helps inform future decisions.• Track and Analyze:• Page views• Usage Patterns• Social shares• Top content• Content ratings• Contribution reports• Search intelligence• Bounce rate• Valuable data!29

• Improve content quality and help experiences • Know which articles you need to write or improve • Understand where to focus resources • Identify experts • Boost SEO • Inform CONTENT, PRODUCT, SALES and MARKETING strategy30

Focusing on the UserCreates Loyal Engaged Users31

Focusing on the UserCreates Loyal Engaged Users…and NINJAS F1 • Subtitle for F1 section to start32

How Social Impacts Docs and HelpFollow me on Twitter: @roebot

The “Social” Impact on Docs and Help (DITA, Trisoft, CCMS)

by MindTouch on Oct 28, 2011

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The “Social” Impact on Docs and Help (DITA, Trisoft, CCMS) — Presentation Transcript

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