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Using YouTube Videos to Enhance 'Traditional' Support

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Presentation at STC Summit 2012 in Rosemont Chicago.

Presentation at STC Summit 2012 in Rosemont Chicago.

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  • *Source: http://www.comscore.com/Press_Events/Press_Releases/2012/2/comScore_Releases_January_2012_U.S._Online_Video_Rankings
  • 48 million deaf and hard of hearing users – 15% of audiencehttp://blogs.adobe.com/accessibility/files/2012/03/future_video_access_sxsw2012.pdf
  • Transcript

    • 1. Using YouTube Videos toEnhance ‘Traditional’ SupportBen Johnson, HP @skippyjohnson73Fer O’Neil, ESET @ferswriteshoe #STC12May 2012 #YTSupport© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 2. Ben Johnson BA, Technical Communications MBA, Organizational Leadership HP, Rich Media Quality Lead • Flash animations • Videos (YouTube) • Videos (Brightcove) • Augmented Reality2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 3. Using video in HP consumer supportBeginning: Simple video program3 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 4. Fer O’Neil BA, English MA, English & Technical Communications (2013) ESET, Knowledgebase Technical Writer II • Develop content for online help for security software • Work with Product Marketing, Technical Support, Public Relations and international partners • Implemented social media initiative for department4 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 5. Video at ESETBeginning: created dynamic Flash‚images‛ (swf) to replace static imageIncorporated videos into support articles/ YouTube in 2009 5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 6. Agenda  Objectives  Making the case  Preparing for video production  Production  Publishing  Promoting  Metrics  Conclusion  Q&A6 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 7. Objectives  Goals  Video and your career  Personal application  Support© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 8. Goals This presentation is about:  Sharing video best practices  Providing a guide for enhancing ‘traditional documentation’ with video  Just YouTube  Create an opportunity to start a conversation This presentation is not:  An attempt to promote a product or service  A detailed ‘How to’ guide  A claim to know all about the topic8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 9. Video doesyour career doWhat and this have towith your career?PortfolioResume builder9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 10. How this applies to you Providing instructions about Communicating about how to do something, technical or specialized Communicating by using regardless of how technical topics, such as computer technology, such as web the task is or even if Formal (theory) applications, medical pages, help files, or social technology is used to create procedures, or environmental media sites. regulations. or distribute that communication. Teaching customers Making technical information Creating videos and other technical solutions with Real Life easier to understand easy to digest material, that easy to follow, step-by-step for the end user. gets the point across. instruction.10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 11. Traditional support11 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 12. Video support: Screen recordinghttp://youtu.be/-c60WxFpVQ4 12 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 13. © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 14. Making the case  Why Video?© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 15. Why video? Easier to understand Build user confidence A video is worth...15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 16. Preparing forvideo production  Do’s & Don’t’s  Planning  Timing© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 17. Choosing topics for videoDon’t Do Create a video for every topic  Consider who your user is and how they’ll use video Forget about users who can’t (or don’t want to) (Example: global / local and work environment) watch video  Show steps that can be demonstrated and followed Generalize the topics  Show interaction of a user with a product  Show users what they’ll see when they try it themselves  Show steps in a series; avoid ‘if – then’ topics  Consider terms your users are plugging into search engines17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 18. Planning the videoScript Video Script Include all the steps Include visuals and audio Be specific Do a dry run Review with Subject Matter Experts18 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 19. Video length There is NO magic number Users will stick with the video *if the information is relevant*19 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 20. Video production  Live video  Screen recording  User generated content© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 21. Creating live video Capture the Record the Edit the video audio video 1 2 321 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 22. Creating screen recording videoScreen recording Captivate Size of output Zoom in and outHow-to Setting default object styles Capturing the on-screen process Importing audio22 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 23. Don’t create: User Generated Content (UGC)Using UGC Search for relevant videos Review content for accuracy and appropriateness Create playlists that pull in content ShareAdvantages Users trust other users Reduced CostDisadvantages Lack of control Ad Sense23 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 24. Publishing video  YouTube Publishing  Best Practices  Metadata and SEO  Closed Captions© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 25. YouTube publishing Pros Cons  Readily available  Platform changes  Free  Not secure  Easy to use TM  Version control  Metrics  Interaction  Compatible with mobile  Bypass corporate site25 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 26. YouTube publishing: Best practices Publishing a video to YouTube channel using Captivate Output matters Other considerations26 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 27. Optimize Metadata for SEO  Title  Description  Category  Tags  License27 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 28. Closed Captions  Accessibility  Search Translation  Workplace  Navigation28 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 29. Promoting video  Promotion  Cross promoting© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 30. Promoting: Social promotion  Forums  Twitter  Facebook30 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 31. Cross promoting: Departments TM Company Support Site31 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 32. Cross promoting: Support channels Comment / After replying to Post the feedback is left the comment, comment on on a video click to ‚Share‛ other platforms 1 2 332 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 33. Community participation  Respond to comments  Answer questions  Like & Favorite videos  Encourage subscribers33 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 34. Syndication Store content in one place, push to many locations www.oneload.com34 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 35. Annotations35 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 36. What is an Annotation in YouTube? Can link users to Ask the users for other areas comments, Call attention to within YouTube Link to another subscriptions, other elements (channels, video in a series interactions in the video playlists, videos)36 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 37. Metrics:Is it a good video?  Traffic sources  Favorites  Comments  Subscriptions  Likes/Dislikes  Audience retention© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 38. Likes/Dislikes  Regional differences  Satisfaction percentage  User curation38 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 39. Audience retention39 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 40. Video Pay Off ‚THANK YOU!!!! You are awesome. Print all these comments and ask HP for a BIG raise, because the standard documentation is crap. You, on the other hand rock.‛ You Tube User Comment40 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 41. Conclusion© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 42. Final things to consider Don’t hide other motives Don’t cheat in YouTube Protect your credibility Privacy & legal42 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 43. Q&A© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
    • 44. Thank you© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

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