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Stc12YouTubeEnhanceTraditionalSupport
- 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
2 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 3. Using video in HP consumer support
Beginning: Simple video program
3 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 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
4 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 5. Video at ESET
Beginning: created dynamic Flash
‚images‛ (swf) to replace static image
Incorporated videos into support articles
/ YouTube in 2009
5 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 6. Agenda
Objectives
Making the case
Preparing for video production
Production
Publishing
Promoting
Metrics
Conclusion
Q&A
6 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 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
8 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 9. Video doesyour career do
What and this have to
with your career?
Portfolio
Resume builder
9 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 10. How this applies to you
Providing instructions about
Communicating about how to do
technical or specialized Communicating by using
something, regardless of how
topics, such as computer technology, such as web
technical 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.
10 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 11. Traditional support
11 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 12. Video support: Screen recording
http://youtu.
be/-
c60WxFpVQ
4
12 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 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?
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 15. Why video?
Easier to understand Build user confidence A video is worth...
15 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 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
18 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 19. Video length
There is NO magic number
Users will stick with the video *if the
information is relevant*
19 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 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
22 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 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
23 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 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
25 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 26. YouTube publishing: Best practices
Publishing a video to YouTube channel using
Captivate
Output matters
Other considerations
26 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 27. Optimize Metadata for SEO
Title
Description
Category
Tags
License
27 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 28. Closed Captions
Accessibility
Search
Translation
Workplace
Navigation
28 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 29. Promoting video
Promotion
Cross promoting
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 30. Promoting: Social promotion
Forums
Twitter
Facebook
30 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 31. Cross promoting: Departments
TM
Company Support Site
31 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 32. Cross promoting: Support channels
After replying to
Comment / Post the
the
feedback is left comment on
comment, click
on a video other platforms
to ‚Share‛
1
2
3
32 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 33. Community participation
Respond to comments
Answer questions
Like & Favorite videos
Encourage subscribers
33 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 34. Syndication
Store content in one place, push to many locations
www.oneload.com
34 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 35. Annotations
35 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 36. What is an Annotation in YouTube?
Can link users to
Ask the users for
other areas
comments, subsc Call attention to
within YouTube Link to another riptions, interacti other elements
(channels, playlis video in a series ons in the video
ts, 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
38 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 39. Audience retention
39 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 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
40 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 41. Conclusion
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 42. Final things to consider
Don’t hide other motives
Don’t cheat in YouTube
Protect your credibility
Privacy & legal
42 © Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 43. Q&A
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
- 44. Thank you
© Copyright 2012 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice.
Notes de l'éditeur
- *Source: http://www.comscore.com/Press_Events/Press_Releases/2012/2/comScore_Releases_January_2012_U.S._Online_Video_Rankings
- 48 million deaf and hard of hearing users – 15% of audiencehttp://blogs.adobe.com/accessibility/files/2012/03/future_video_access_sxsw2012.pdf