Integrating Help, Support, and Training Content

Integrating Help, Support, and
Training Content

Paul 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.


 Users want one place to go to find answers…
 They have one…



 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 need



 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 …



 More content can lead to
duplicate/contradictory
information:
− Info Dev delivers Help topics



information:
− Support create KB articles
for common issues and
copies steps from the Help



information:
− Support creates a KB article
for a common issue and
− A new version of the product
is released with updated
Help



information:
− Support creates a KB article
for a common issue and
− 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 information


 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.


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, & more


Needs & Goals Lead to Requirements


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 information


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 content


Flexibility: Blogs
 Epiphany (www.epiphanyinc.new/newsandnotes)

Blog is in
WordPress and
matches the
design of the
main site


Flexibility: Whole Sites
 STC Houston (www.stc-houston.org)

Whole site is in
WordPress
and can use
blog elements
throughout the
design


 Data Dynamics (www.datadynamicsinc.com)

Whole site can
use purchased
themes to
implement
design


 Cutting Room Salon (www.cuttingroomsalon.com)

Whole site can
have custom
design to
match your
brand


Flexibility: Complete Social Network with Advanced Features
 metroPUP (www.metropup.us)

Facebook for
dogs & owners


Flexibility: Integrated Technical Support and More
 SmartVault Support (smartvault.com/support)


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)


 Open /wp-admin (log in)


 Permissions
− Administrator
− Editor
− Author
− Contributor
− Subscriber

 Can customize the permissions model


Add Features with Custom Code
 You can write custom code for any features you
want to add and cannot find plugins for today


Exploring smartvault.com/support

WordPress 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 +)


Overview
 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)


Entry 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
priorities


Entry Page – Support Center


RSS 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 notes


RSS Feed for all WordPress Content


Comprehensive 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
versions


Comprehensive Help


Guides
 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 widgets


Guides


Learning 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 training

Learning Center


Knowledge 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 information

Knowledge Base


Knowledge Base – Easy to Create and Maintain


Support 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 information

Support Policies and Contact Information


Service 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 solution


Integrating Help, Support, and Training Content

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