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

1. Innovations in
User Assistance
at Oracle
Marta Rauch WritersUA 2012
@martarauch
Marta Rauch
+Marta Rauch

2. Today's Agenda
• Single-sourcing mobile UA
for smartphones and tablets
• Google+ pages for user assistance
• Best practices for social networks for UA
• Q&A
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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3. 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
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4. 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
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5. Simple Strategy for
Single-Sourcing Mobile
User Assistance
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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6. Amazon Kindle-Compatible Files
Kindle-
compatible
.MOBI files
http://docs.oracle.com/cd/E17236_01/nav/portal_1.htm
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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7. Sample Kindle-Compatible Book
Reading and
navigation
controls on
Kindle for PC app
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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8. Single-Sourced Mobile User Assistance
One file
format can
be read by
several
mobile
devices
http://www.amazon.com/gp/feature.html/ref=kcp_ipad_mkt_lnd?docId=1000493771
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9. Leverage Amazon’s Mobile Reading Apps
http://www.amazon.com/gp/feature.html/ref=kcp_ipad_mkt_lnd?docId=1000493771
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10. 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 Play
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11. 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 Store
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12. Amazon's KindleGen
Free
download
KindleGen
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13. 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
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14. 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 necessary
Resource on our EPM ID Initiative program:
http://www.infomanagementcenter.com/members/pdfs/reprints/BP09-12MRauch.pdf
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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15. 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,
comments
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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16. Amazon's Kindle Previewer
Quickly preview a
MOBI file on Kindle
reading apps for PC.
Kindle, iPhone, iPad
Kindle Previewer
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17. Google+ Pages for
User Assistance
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18. 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 information
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19. 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/posts
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20. Interact with Followers
Followers ask
questions,
request
information
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21. Connect with User Groups
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22. Share Videos
Link to
YouTube
videos
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23. Interact via Video Hangouts
Schedule real-
time video
“hangouts”
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24. Conduct Contests
Give prizes or
other types of
rewards
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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25. Link to Employee Blogs
Linking to
employee
blogs increases
SEO for your
corporate site
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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26. 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
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27. Let Your Google+ Fans Spread the Word
Fans share
content with
their circles
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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28. Best Practices for
Social Networks for UA
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29. 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. Adjust
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30. 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 metrics
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31. 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 setup
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32. 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 Business
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33. 4. Engage
Point to UA
resources
Share your
department’s
contact info
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34. 5. Provide Fresh Content
Link to new
deliverables
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35. … and More Fresh Content!
Announce
new features
Link to a
customer
survey
Share UA updates.
releases
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36. 6. Leverage Other Content
Use corporate
keywords (Twitter
#hashtags) to help
people find your posts
Share content from
other social networks
at your company
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37. 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.pdf
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38. 8. Review Analytics
Tip: Use Bit.ly to analyze engagement
with shortened links http://bitly.com
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39. 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 networks
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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40. 10. Adjust Strategy As Necessary
New Kindle
file format
Facebook
Insights data
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41. 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. Adjust
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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42. What We Covered
• Single-sourcing mobile user assistance
for smartphones and tablets
• Google+ user assistance page
• Best practices for
social networks for
user assistance
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
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43. 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
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44. 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 Pages
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45. 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/
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46. Follow me:
• Google+: Marta Rauch
• LinkedIn: martarauch
• Twitter: @martarauch Follow
me!
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012.
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