Using video in User Assistance: A Beginner's Guide

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If you've ever thought about using video to complement your written User Assistance but not known where to start, this presentation might help.

The presentation outlines a recent project I undertook to use video screencasts to complement our in-product help and manuals.

The project involved replacing Sage CRM's old in-product training videos - some of which were up to 10 minutes long - with short, easy-to-follow, discrete pieces of product training.

The project involved introducing two types of video:

To introduce new product features

To guide users through more complex areas of the application
The shorter, faster paced videos that I produced have no captions, fewer recorded mouse clicks, and a single, unified, exciting watchable style.

The presentation explains my approach to recording the videos, including a number of important considerations, such as the whether the videos should contain voiceover, the importance of making them easily localizable, and whether they should be outsourced or produced in house.

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Using video in User Assistance: A Beginner's Guide

  1. 1. Using Video in User Assistance: <br />A Beginner’s Guide<br />Philip Murray (Sage CRM)<br /> @sageCRM_Phil<br /> @wwwSageCRMcom <br />
  2. 2. Sage CRM Overview<br /><ul><li> In market since 1999
  3. 3. Web based full-suite CRM system
  4. 4. Integrated into many Sage ERP products
  5. 5. Multi-lingual versions
  6. 6. Developed in Ireland
  7. 7. Implemented by local Business Partners of Sage </li></ul> Regions<br />
  8. 8. Sage CRM is a globally available product with <br /><ul><li> over 12500 customers
  9. 9. across all major industry verticals and
  10. 10. in market more than 12 years</li></li></ul><li>Sage CRM Documentation Team<br />Diana Logan<br />Documentation Manager<br />Philip Murray<br />Senior Technical Writer<br />
  11. 11. Overview<br />
  12. 12. Using Video in UA: A Beginner’s Guide<br />What are we here to talk about?<br />Recent project to replace our old, in-product training videos<br />Video Process:<br />Production Method <br />Delivery Method<br />Helpful tips<br />
  13. 13. Using Video in UA: A Beginner’s Guide<br />What was wrong with the old videos?<br />
  14. 14. Using Video in UA: A Beginner’s Guide<br />Ranged from 04m35s to 10m37s<br />
  15. 15. Using Video in UA: A Beginner’s Guide<br />Separated into task modules<br />
  16. 16. Using Video in UA: A Beginner’s Guide<br />Launched in a separate skin created in Flash<br />
  17. 17. Using Video in UA: A Beginner’s Guide<br />Pan and scan<br />
  18. 18. Using Video in UA: A Beginner’s Guide<br />Pan and scan<br />
  19. 19. Transition to New Process<br />
  20. 20. Using Video in UA: A Beginner’s Guide<br />Not just a branding exercise.<br />We wanted to Solve problems rather than provide product <br />information:<br />Discrete learning “chunks”<br />
  21. 21. Using Video in UA: A Beginner’s Guide<br />Not just a branding exercise.<br />We wanted to Solve problems rather than provide product <br />information:<br />Discrete learning “chunks”<br />Shorter, faster paced<br />
  22. 22. Using Video in UA: A Beginner’s Guide<br />Not just a branding exercise.<br />We wanted to Solve problems rather than provide product <br />information:<br />Discrete learning “chunks”<br />Shorter, faster paced<br />No captions<br />
  23. 23. Using Video in UA: A Beginner’s Guide<br />Not just a branding exercise.<br />We wanted to Solve problems rather than provide product <br />information:<br />Discrete learning “chunks”<br />Shorter, faster paced<br />No captions<br />Fewer mouse actions/clicks recorded on screen<br />
  24. 24. Using Video in UA: A Beginner’s Guide<br />Not just a branding exercise.<br />We wanted to Solve problems rather than provide product <br />information:<br />Discrete learning “chunks”<br />Shorter, faster paced<br />No captions<br />Fewer mouse actions/clicks recorded on screen<br />Full interface – no pan & scan or zooming<br />
  25. 25. Using Video in UA: A Beginner’s Guide<br />Two types of video content:<br />Presentation of new features<br />
  26. 26. Using Video in UA: A Beginner’s Guide<br />Two types of video content:<br />Presentation of new features<br />Top support issues (“pain points”) that required a 3rd Dimension<br />
  27. 27. Production Method<br />
  28. 28. Using Video in UA: A Beginner’s Guide<br />All the hard work’s done, so where do we start?<br />Production method?<br />
  29. 29. Using Video in UA: A Beginner’s Guide<br />All the hard work’s done, so where do we start?<br />Production method?<br />In house<br />Outsource<br />
  30. 30. Using Video in UA: A Beginner’s Guide<br />In-house production<br />Who does it?<br />
  31. 31. Using Video in UA: A Beginner’s Guide<br />In-house production<br />Who does it?<br />Software<br />
  32. 32. Using Video in UA: A Beginner’s Guide<br />In-house production<br />Who does it?<br />Software<br />Hardware<br />
  33. 33. Using Video in UA: A Beginner’s Guide<br />Outsourced production<br />Who does it?<br />
  34. 34. Using Video in UA: A Beginner’s Guide<br />Outsourced production<br />Who does it?<br />Software<br />
  35. 35. Using Video in UA: A Beginner’s Guide<br />Outsourced production<br />Who does it?<br />Software<br />Product knowledge<br />
  36. 36. Using Video in UA: A Beginner’s Guide<br />Outsourced production<br />Who does it?<br />Software<br />Product knowledge<br />Process management<br />
  37. 37. Using Video in UA: A Beginner’s Guide<br />Outsourced production<br />Who does it?<br />Software<br />Product knowledge<br />Process management<br />Ownership<br />
  38. 38. Using Video in UA: A Beginner’s Guide<br />Decision Made – We’ll do it! <br />Camtasia<br />
  39. 39. Using Video in UA: A Beginner’s Guide<br />Decision Made – We’ll do it! <br />Camtasia<br />Screen real estate<br />
  40. 40. Using Video in UA: A Beginner’s Guide<br />
  41. 41. Using Video in UA: A Beginner’s Guide<br />Decision Made – We’ll do it! <br />Camtasia<br />Screen real estate<br />Voiceover recording<br />
  42. 42. Using Video in UA: A Beginner’s Guide<br />Decision Made – We’ll do it! <br />Camtasia<br />Screen real estate<br />Voiceover recording<br />Post production<br />
  43. 43. Using Video in UA: A Beginner’s Guide<br />Decision Made – We’ll do it! <br />Camtasia<br />Screen real estate<br />Voiceover recording<br />Post production<br />Publishing<br />
  44. 44. Delivery Method<br />
  45. 45. Using Video in UA: A Beginner’s Guide<br />Delivery method – where are they going to go?<br />
  46. 46. Using Video in UA: A Beginner’s Guide<br />Delivery method – where are they going to go?<br />In product<br />
  47. 47. Using Video in UA: A Beginner’s Guide<br />
  48. 48. Using Video in UA: A Beginner’s Guide<br />Delivery method – where are they going to go?<br />In product<br />Online<br />
  49. 49. Using Video in UA: A Beginner’s Guide<br />Delivery method – where are they going to go?<br />In product<br />Online<br />YouTube, Vimeo, etc.<br />
  50. 50. Using Video in UA: A Beginner’s Guide<br />
  51. 51. Using Video in UA: A Beginner’s Guide<br />
  52. 52. Using Video in UA: A Beginner’s Guide<br />Delivery method – where are they going to go?<br />In product<br />Online<br />YouTube, Vimeo, etc.<br />Website<br />
  53. 53. Using Video in UA: A Beginner’s Guide<br />Delivery method – where are they going to go?<br />In product<br />Online<br />YouTube, Vimeo, etc.<br />Website<br />“Community”<br />
  54. 54. Using Video in UA: A Beginner’s Guide<br />
  55. 55. Using Video in UA: A Beginner’s Guide<br />
  56. 56. How does Video Supplement UA<br />
  57. 57. Using Video in UA: A Beginner’s Guide<br />Video complements/supplements UA<br />
  58. 58. Using Video in UA: A Beginner’s Guide<br />
  59. 59. Using Video in UA: A Beginner’s Guide<br />
  60. 60. Summary<br />
  61. 61. Using Video in UA: A Beginner’s Guide<br />Summary<br />Script is key component<br />
  62. 62. Using Video in UA: A Beginner’s Guide<br />Summary<br />Script is key component<br />Production method (in house v outsourcing)<br />
  63. 63. Using Video in UA: A Beginner’s Guide<br />Summary<br />Script is key component<br />Production method (in house v outsourcing)<br />Delivery method<br />
  64. 64. Using Video in UA: A Beginner’s Guide<br />Summary<br />Script is key component<br />Production method (in house v outsourcing)<br />Delivery method<br />Localization<br />
  65. 65. Example<br />
  66. 66. Using Video in UA: A Beginner’s Guide<br />Example:<br />
  67. 67. Questions<br />

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