UA Europe 2013: Content Delivered? Check! OK how do we use it?

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A look at why just delivering content is only half the story. This presentation looks at how even after content has been delivered Technical Writers can train users (both internal and external) in getting the most from it.

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UA Europe 2013: Content Delivered? Check! OK how do we use it?

  1. 1. Colum McAndrew RoboColum(n) Consulting Content delivered? Check! OK. How do we use it? UA Europe Conference Manchester 13 June 2013
  2. 2. Slide 2 © RoboColum(n) Consulting 2013 How do others do it ?
  3. 3. Slide 3 © RoboColum(n) Consulting 2013 When does User Assistance end ?  Test build ?  Deliverable sign off ?  Release build ?  Product release ?  The answer is ……… None of the above !
  4. 4. Slide 4 © RoboColum(n) Consulting 2013 Adding value to User Assistance?  Training on how to use it.  Make it visible.  Add interactivity.  Evangelise content.  Watch and listen.  Get feedback.
  5. 5. Slide 5 © RoboColum(n) Consulting 2013 Training internal users  Train them so they can train others.  Look for training opportunities.  Get people on your side.  Evangelise your content.
  6. 6. Slide 6 © RoboColum(n) Consulting 2013 Training external users: Questions 1. Does your company train users ? 2. What do you train users on ? 3. What does your “product” include? 4. What is installed with your product ?
  7. 7. Slide 7 © RoboColum(n) Consulting 2013 Training materials  Include chapter on using the Help.  Set exercises to get users using it.  Ask them what they think.  Feedback to the Technical Writers.
  8. 8. Slide 8 © RoboColum(n) Consulting 2013 Making things visible
  9. 9. Slide 9 © RoboColum(n) Consulting 2013 Making it visible
  10. 10. Slide 10 © RoboColum(n) Consulting 2013 Context Sensitive Help What is the first thing you see in this dialog ?
  11. 11. Slide 11 © RoboColum(n) Consulting 2013  Help is the last thing they see.  “No Undo” where exactly?  Dialog has 13 different UI elements. What does “Help” provide?  No “OK” button. Context Sensitive Help
  12. 12. Slide 12 © RoboColum(n) Consulting 2013 Context Sensitive Help
  13. 13. Slide 13 © RoboColum(n) Consulting 2013 Embedded help………yuk!
  14. 14. Slide 14 © RoboColum(n) Consulting 2013  Field descriptions at the bottom.  “Common questions” but not here!  Open “Details” in new window Embedded help………yuk!
  15. 15. Slide 15 © RoboColum(n) Consulting 2013 Embedded help…close but no cigar!
  16. 16. Slide 16 © RoboColum(n) Consulting 2013  Embedded help could be next to the action.  Access to further information.  Not sure what this adds. Embedded help…close but no cigar!
  17. 17. Slide 17 © RoboColum(n) Consulting 2013 Embedded help…......Yay!
  18. 18. Slide 18 © RoboColum(n) Consulting 2013 Evangelising your content If no one is buying your product, what do you do?  Find out why  Market it ◦ Social media ◦ Press release ◦ Release notes  Change it ◦ Context sensitive / embedded help ◦ UI (e.g. error messages) ◦ Visual / written style
  19. 19. Slide 19 © RoboColum(n) Consulting 2013 Learning styles: Snagit
  20. 20. Slide 20 © RoboColum(n) Consulting 2013 Learning styles: Snagit
  21. 21. Slide 21 © RoboColum(n) Consulting 2013 Watch and listen  Don’t be afraid to engage with others.  Look for quick gains.  Seek approval to contact customers.
  22. 22. Slide 22 © RoboColum(n) Consulting 2013 Watch and listen…. BBC Blackadder style! “C is for contrafibularity” http://www.youtube.com/watch?v=hOSYiT2iG08
  23. 23. Slide 23 © RoboColum(n) Consulting 2013 Getting feedback  Google analytics  RoboHelp Server / Madcap Pulse  Customer contact  Inter-departmental communication
  24. 24. Slide 24 © RoboColum(n) Consulting 2013 Contact details RoboColum(n) Consulting @robocolumn robocolumn@cmcandrew.com http://uk.linkedin.com/in/notcolin www.cmcandrew.com www.robocolumn.com

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