Integrating Help, Support, andTraining ContentPaul Mueller (UserAid)www.useraid.com@Paul_UserAid
Why Integrate Our Content? Users want one place to go to find answers…2   © 2011-2013 UserAid, all rights reserved.
Why Integrate Our Content? Users want one place to go to find answers… They have one…3   © 2011-2013 UserAid, all rights...
Why Integrate Our Content? If it’s not your content,    it can dilute your brand It may not be your    recommended solut...
Why Integrate Our Content? You can put your Help    content on the internet,    but that’s just more    content to sort t...
Why Integrate Our Content? More content can lead to    duplicate/contradictory    information:    − Info Dev delivers Hel...
Why Integrate Our Content? More content can lead to    duplicate/contradictory    information:    − Info Dev delivers Hel...
Why Integrate Our Content? More content can lead to    duplicate/contradictory    information:    − Info Dev delivers Hel...
Why Integrate Our Content? More content can lead to    duplicate/contradictory    information:    − Info Dev delivers Hel...
Why Integrate Our Content? If the Support KB     articles provided links to     Help content instead of     duplicate inf...
What Will We Talk About? Needs and goals lead to requirements Why we chose WordPress to tie it all together?     − Flexi...
Needs & Goals Lead to Requirements12   © 2011-2013 UserAid, all rights reserved.
Needs & Goals Lead to Requirements Give users one place to go that’s easy to find Reduce duplicate effort and share cont...
Why We Chose WordPress? Free, flexible content management system Many free sources of plugins (added features) Easy to ...
Why We Chose WordPress?Flexibility: Blogs Epiphany (www.epiphanyinc.new/newsandnotes)                                    ...
Why We Chose WordPress?Flexibility: Whole Sites STC Houston (www.stc-houston.org)                                        ...
Why We Chose WordPress?Flexibility: Whole Sites Data Dynamics (www.datadynamicsinc.com)                                  ...
Why We Chose WordPress?Flexibility: Whole Sites Cutting Room Salon (www.cuttingroomsalon.com)                            ...
Why We Chose WordPress?Flexibility: Complete Social Network with Advanced Features metroPUP (www.metropup.us)            ...
Why We Chose WordPress?Flexibility: Integrated Technical Support and More SmartVault Support (smartvault.com/support)20  ...
Why We Chose WordPress?Easy to Install, Set Up, Manage Install/Setup     − Use a WP provider, such as wpengine.com     − ...
Why We Chose WordPress?Easy to Install, Set Up, Manage Open /wp-admin (log in)22   © 2011-2013 UserAid, all rights reserv...
Why We Chose WordPress?Easy to Install, Set Up, Manage Permissions     − Administrator     − Editor     − Author     − Co...
Why We Chose WordPress?Add Features with Custom Code You can write custom code for any features you     want to add and c...
Exploring smartvault.com/support
Exploring smartvault.com/supportWordPress Concepts to Understand Content Types     − Pages: Fixed (fairly static) content...
Exploring smartvault.com/supportOverview WordPress ties together all the content Most content is published on WP pages o...
Exploring smartvault.com/supportEntry Page – Support Center “Answer Station” ─     one place to go Link to all areas    ...
Exploring smartvault.com/supportEntry Page – Support Center29   © 2011-2013 UserAid, all rights reserved.
Exploring smartvault.com/supportRSS Feed for all WordPress Content One RSS Feed Notification for     changed content Us...
Exploring smartvault.com/supportRSS Feed for all WordPress Content31   © 2011-2013 UserAid, all rights reserved.
Exploring smartvault.com/supportComprehensive Help Converted from     FrameMaker files ePublisher Reverb Help     − Goog...
Exploring smartvault.com/supportComprehensive Help33   © 2011-2013 UserAid, all rights reserved.
Exploring smartvault.com/supportGuides PDF files linked for easy     access by users who     want them WordPress page wi...
Exploring smartvault.com/supportGuides35   © 2011-2013 UserAid, all rights reserved.
Exploring smartvault.com/supportLearning Center Video Tutorials linked     or embedded in posts,     categorized as neede...
Exploring smartvault.com/supportLearning Center37   © 2011-2013 UserAid, all rights reserved.
Exploring smartvault.com/supportKnowledge Base KB articles (posts) for     issues, tips, and     undocumented items Post...
Exploring smartvault.com/supportKnowledge Base39   © 2011-2013 UserAid, all rights reserved.
Exploring smartvault.com/supportKnowledge Base – Easy to Create and Maintain40   © 2011-2013 UserAid, all rights reserved.
Exploring smartvault.com/supportKnowledge Base – Easy to Create and Maintain41   © 2011-2013 UserAid, all rights reserved.
Exploring smartvault.com/supportSupport Policies and Contact Information Help users understand     policies and available...
Exploring smartvault.com/supportSupport Policies and Contact Information43   © 2011-2013 UserAid, all rights reserved.
Exploring smartvault.com/supportService Status and More Quick access to a status page that indicates if the     SaaS syst...
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Integrating Help, Support, and Training Content

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  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Getting Started with Scripting © 2011 UserAid, all rights reserved.
  • Integrating Help, Support, and Training Content

    1. 1. Integrating Help, Support, andTraining ContentPaul Mueller (UserAid)www.useraid.com@Paul_UserAid
    2. 2. Why Integrate Our Content? Users want one place to go to find answers…2 © 2011-2013 UserAid, all rights reserved.
    3. 3. Why Integrate Our Content? Users want one place to go to find answers… They have one…3 © 2011-2013 UserAid, all rights reserved.
    4. 4. Why Integrate Our Content? If it’s not your content, it can dilute your brand It may not be your recommended solution: − Hacking a file − Buying a different product Customers can feel you don’t provide the support they need4 © 2011-2013 UserAid, all rights reserved.
    5. 5. Why Integrate Our Content? You can put your Help content on the internet, but that’s just more content to sort through: − Help and printed books − Support KB articles − FAQs − Technical References & White Papers − Training videos & materials − Webinars − and more …5 © 2011-2013 UserAid, all rights reserved.
    6. 6. Why Integrate Our Content? More content can lead to duplicate/contradictory information: − Info Dev delivers Help topics6 © 2011-2013 UserAid, all rights reserved.
    7. 7. Why Integrate Our Content? More content can lead to duplicate/contradictory information: − Info Dev delivers Help topics − Support create KB articles for common issues and copies steps from the Help7 © 2011-2013 UserAid, all rights reserved.
    8. 8. Why Integrate Our Content? More content can lead to duplicate/contradictory information: − Info Dev delivers Help topics − Support creates a KB article for a common issue and copies steps from the Help − A new version of the product is released with updated Help8 © 2011-2013 UserAid, all rights reserved.
    9. 9. Why Integrate Our Content? More content can lead to duplicate/contradictory information: − Info Dev delivers Help topics − Support creates a KB article for a common issue and copies steps from the Help − A new version of the product is released with updated Help You have 1 of 2 issues: − Duplicate maintenance to update the KB article too − Conflicting information9 © 2011-2013 UserAid, all rights reserved.
    10. 10. Why Integrate Our Content? If the Support KB articles provided links to Help content instead of duplicate information, the issue would not exist. The KB articles would automatically be up to date and consistent with the latest product Help.10 © 2011-2013 UserAid, all rights reserved.
    11. 11. What Will We Talk About? Needs and goals lead to requirements Why we chose WordPress to tie it all together? − Flexible (now and into the future) − Easy installation, setup, user access, and use − Concepts to understand: themes, plugins, widgets Explore smartvault.com/support − Info Dev: Help & PDF files − Training: Learning Center videos, demos, & scheduling − Support: KB, FAQs, policies, contact info, & more11 © 2011-2013 UserAid, all rights reserved.
    12. 12. Needs & Goals Lead to Requirements12 © 2011-2013 UserAid, all rights reserved.
    13. 13. Needs & Goals Lead to Requirements Give users one place to go that’s easy to find Reduce duplicate effort and share content Info Dev: Needs reliable production process Training: Needs content/videos logically organized Training: Needs modular, easy to update materials Support: Needs content to be findable Support: Needs to maintain content with easy UI Support: Needs internal-only information13 © 2011-2013 UserAid, all rights reserved.
    14. 14. Why We Chose WordPress? Free, flexible content management system Many free sources of plugins (added features) Easy to customize and maintain Good SEO support Automated content listing, sorting, categorizing Allow users to comment/augment content14 © 2011-2013 UserAid, all rights reserved.
    15. 15. Why We Chose WordPress?Flexibility: Blogs Epiphany (www.epiphanyinc.new/newsandnotes) Blog is in WordPress and matches the design of the main site15 © 2011-2013 UserAid, all rights reserved.
    16. 16. Why We Chose WordPress?Flexibility: Whole Sites STC Houston (www.stc-houston.org) Whole site is in WordPress and can use blog elements throughout the design16 © 2011-2013 UserAid, all rights reserved.
    17. 17. Why We Chose WordPress?Flexibility: Whole Sites Data Dynamics (www.datadynamicsinc.com) Whole site can use purchased themes to implement design17 © 2011-2013 UserAid, all rights reserved.
    18. 18. Why We Chose WordPress?Flexibility: Whole Sites Cutting Room Salon (www.cuttingroomsalon.com) Whole site can have custom design to match your brand18 © 2011-2013 UserAid, all rights reserved.
    19. 19. Why We Chose WordPress?Flexibility: Complete Social Network with Advanced Features metroPUP (www.metropup.us) Facebook for dogs & owners19 © 2011-2013 UserAid, all rights reserved.
    20. 20. Why We Chose WordPress?Flexibility: Integrated Technical Support and More SmartVault Support (smartvault.com/support)20 © 2011-2013 UserAid, all rights reserved.
    21. 21. Why We Chose WordPress?Easy to Install, Set Up, Manage Install/Setup − Use a WP provider, such as wpengine.com − --- OR --- − Use ISP automated install --- OR --- − Create database (MySQL) − Copy WordPress files into place − Edit wp-config.php file for database connection info − Open /wp-admin (displays login page)21 © 2011-2013 UserAid, all rights reserved.
    22. 22. Why We Chose WordPress?Easy to Install, Set Up, Manage Open /wp-admin (log in)22 © 2011-2013 UserAid, all rights reserved.
    23. 23. Why We Chose WordPress?Easy to Install, Set Up, Manage Permissions − Administrator − Editor − Author − Contributor − Subscriber Can customize the permissions model23 © 2011-2013 UserAid, all rights reserved.
    24. 24. Why We Chose WordPress?Add Features with Custom Code You can write custom code for any features you want to add and cannot find plugins for today24 © 2011-2013 UserAid, all rights reserved.
    25. 25. Exploring smartvault.com/support
    26. 26. Exploring smartvault.com/supportWordPress Concepts to Understand Content Types − Pages: Fixed (fairly static) content − Posts: Fluid, periodic content − Other: You can create custom content types, if needed Theme − Defines the overall design (look and feel) − Many options (free, for purchase, framework – like Thesis) Plugins − Provide functions (spam protection, database backup, & more) Widgets − Modules in sidebars (Links, Popular Posts, Categories +)26 © 2011-2013 UserAid, all rights reserved.
    27. 27. Exploring smartvault.com/supportOverview WordPress ties together all the content Most content is published on WP pages or posts − Videos/demos are embedded within categorized posts − KB articles are categorized posts − Support policies and contact information are pages − PDF files are embedded within categorized posts/pages Help content is converted to Web-based files and maintained separately (but linked to from WP posts & pages and looks consistent with branding)27 © 2011-2013 UserAid, all rights reserved.
    28. 28. Exploring smartvault.com/supportEntry Page – Support Center “Answer Station” ─ one place to go Link to all areas important to users Google custom search across all areas Google analytics to evaluate content use and maintenance priorities28 © 2011-2013 UserAid, all rights reserved.
    29. 29. Exploring smartvault.com/supportEntry Page – Support Center29 © 2011-2013 UserAid, all rights reserved.
    30. 30. Exploring smartvault.com/supportRSS Feed for all WordPress Content One RSS Feed Notification for changed content Users are in control of how they receive and review this notification − Sort by date, title, author − Filter by category − Use RSS reader of choice For example, latest post shows release notes30 © 2011-2013 UserAid, all rights reserved.
    31. 31. Exploring smartvault.com/supportRSS Feed for all WordPress Content31 © 2011-2013 UserAid, all rights reserved.
    32. 32. Exploring smartvault.com/supportComprehensive Help Converted from FrameMaker files ePublisher Reverb Help − Google Search & Google Analytics integration − Consistent file naming and context-sensitive linking − Responsive web design Could use multiple folders to support help for multiple product versions32 © 2011-2013 UserAid, all rights reserved.
    33. 33. Exploring smartvault.com/supportComprehensive Help33 © 2011-2013 UserAid, all rights reserved.
    34. 34. Exploring smartvault.com/supportGuides PDF files linked for easy access by users who want them WordPress page with links to PDF files stored in folder on server Can easily update files in that folder, or modify page in WordPress Standard links and search widgets34 © 2011-2013 UserAid, all rights reserved.
    35. 35. Exploring smartvault.com/supportGuides35 © 2011-2013 UserAid, all rights reserved.
    36. 36. Exploring smartvault.com/supportLearning Center Video Tutorials linked or embedded in posts, categorized as needed Video Tutorials page in Learning Center lists categories & hot links Training materials, outlines, & agendas can be handled same way Schedule Live Training link lets users sign up for more training36 © 2011-2013 UserAid, all rights reserved.
    37. 37. Exploring smartvault.com/supportLearning Center37 © 2011-2013 UserAid, all rights reserved.
    38. 38. Exploring smartvault.com/supportKnowledge Base KB articles (posts) for issues, tips, and undocumented items Posts categorized as needed & SEO applied Popular posts listed Recommended by Support (FAQs) listed Easy to create/update & link to Help and training Custom fields store internal-only information38 © 2011-2013 UserAid, all rights reserved.
    39. 39. Exploring smartvault.com/supportKnowledge Base39 © 2011-2013 UserAid, all rights reserved.
    40. 40. Exploring smartvault.com/supportKnowledge Base – Easy to Create and Maintain40 © 2011-2013 UserAid, all rights reserved.
    41. 41. Exploring smartvault.com/supportKnowledge Base – Easy to Create and Maintain41 © 2011-2013 UserAid, all rights reserved.
    42. 42. Exploring smartvault.com/supportSupport Policies and Contact Information Help users understand policies and available support plans Contact information easy to find All contact methods listed in one place − Chat − Support tickets − Phone numbers … Support can quickly update this information42 © 2011-2013 UserAid, all rights reserved.
    43. 43. Exploring smartvault.com/supportSupport Policies and Contact Information43 © 2011-2013 UserAid, all rights reserved.
    44. 44. Exploring smartvault.com/supportService Status and More Quick access to a status page that indicates if the SaaS system is available, or down for service Access for partners to resources, such as logos, templates, and customer success stories Additional datasheets, whitepapers, and technical references You decide what your customers need…and deliver it in one, integrated solution44 © 2011-2013 UserAid, all rights reserved.

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