The document discusses using videos to enhance traditional technical support documentation. It describes how two technical writers, Ben Johnson from HP and Fer O'Neil from ESET, began creating video tutorials and incorporating them into their companies' support articles and YouTube channels starting in 2009. The presentation they gave provides guidance on best practices for preparing, producing, publishing, promoting and analyzing the effectiveness of instructional support videos.

1. Using YouTube Videos to
Enhance ‘Traditional’ Support
Ben Johnson, HP @skippyjohnson73
Fer O’Neil, ESET @ferswriteshoe
#STC12
May 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 Reality
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3. Using video in HP consumer support
Beginning: Simple video program
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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 department
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5. Video at ESET
Beginning: created dynamic Flash
‚images‛ (swf) to replace static image
Incorporated videos into support articles
/ YouTube in 2009
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6. Agenda
 Objectives
 Making the case
 Preparing for video production
 Production
 Publishing
 Promoting
 Metrics
 Conclusion
 Q&A
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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 topic
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9. Video doesyour career do
What and this have to
with your career?
Portfolio
Resume builder
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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.
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11. Traditional support
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12. Video support: Screen recording
http://youtu.
be/-
c60WxFpVQ
4
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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?
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15. Why video?
Easier to understand Build user confidence A video is worth...
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16. Preparing for
video 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 video
Don’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
engines
17 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

18. Planning the video
Script
Video Script
 Include all the steps
 Include visuals and audio
 Be specific
 Do a dry run
 Review with Subject Matter Experts
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19. Video length
There is NO magic number
Users will stick with the video *if the
information is relevant*
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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 3
21 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.

22. Creating screen recording video
Screen recording
 Captivate
 Size of output
 Zoom in and out
How-to
 Setting default object styles
 Capturing the on-screen process
 Importing audio
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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
 Share
Advantages
 Users trust other users
 Reduced Cost
Disadvantages
 Lack of control
 Ad Sense
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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 site
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26. YouTube publishing: Best practices
 Publishing a video to YouTube channel using
Captivate
 Output matters
 Other considerations
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27. Optimize Metadata for SEO
 Title
 Description
 Category
 Tags
 License
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28. Closed Captions
 Accessibility
 Search
Translation
 Workplace
 Navigation
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29. Promoting video
 Promotion
 Cross promoting
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30. Promoting: Social promotion
 Forums
 Twitter
 Facebook
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31. Cross promoting: Departments
TM
Company Support Site
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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
3
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33. Community participation
 Respond to comments
 Answer questions
 Like & Favorite videos
 Encourage subscribers
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34. Syndication
Store content in one place, push to many locations
www.oneload.com
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35. Annotations
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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 curation
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39. Audience retention
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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 Comment
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41. Conclusion
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42. Final things to consider
 Don’t hide other motives
 Don’t cheat in YouTube
 Protect your credibility
 Privacy & legal
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43. Q&A
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44. Thank you
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.