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Motivating Users - STC Summit 2014, Scott DeLoach, ClickStart
- 1. STC Summit 2014 © 2014, ClickStart
Motivating Users – STC Summit 2014
Scott DeLoach – scott@clickstart.net ClickStart – www.clickstart.net
Challenge: users don't like to use documentation
Too busy
Think it takes them "off task"
Don't want to read (or think it's too much content)
Think it's boring
What users want
Quick answers
Examples
Procedures
Reasons
How they want it
- 2. STC Summit 2014 © 2014, ClickStart
Seduce users with links
Quick tip…
How do I….
Tell me more…
Expert tips…
Why we need this information…
- 3. STC Summit 2014 © 2014, ClickStart
Quiz users
Quizzes
Contests
Challenges
- 4. STC Summit 2014 © 2014, ClickStart
Provide Options
Create multiple documents and/or help systems:
“Just the facts”
“All the details”
“Get started fast”
XYZ Technical reference
“XYZ for beginners”
“XYZ for experts”
Let users participate
Discussion groups
Annotations
Wikis
- 5. STC Summit 2014 © 2014, ClickStart
Let users vote
Topic ratings
Frequently-asked questions
Recent questions
Give users a voice
Chat
Feedback
Annotations
- 6. STC Summit 2014 © 2014, ClickStart
Invite them back
Bookmarks/Favorites
Breadcrumbs
RSS feeds
- 7. STC Summit 2014 © 2014, ClickStart
Don’t just tell them, show them
Tutorials
Demonstrations
- 8. STC Summit 2014 © 2014, ClickStart
Provide incentives
MVP and certification programs
Easter eggs
Participation levels in discussion groups
- 9. STC Summit 2014 © 2014, ClickStart
Have some style
Voice
Tone
Colors and design
Recurring examples
- 10. STC Summit 2014 © 2014, ClickStart
About the presenter
Scott DeLoach is the Founder of ClickStart, where he provides training and consulting for MadCap Flare,
Adobe Captivate, embedded user assistance, CSS, and HTML5. He has been developing browser-based help
systems since 1997, and he has received four Best in Show awards for his work from STC.
Scott is a certified Flare and Captivate instructor, and he is the author of MadCap Flare V10 Developer's
Guide, CSS to the Point, HTML5 to the Point, and Word 2013 to the Point. For more information about Scott's
books see www.lulu.com/clickstart.
You can reach Scott at www.clickstart.net or by email at scott@clickstart.net.