Post on 17-Nov-2014
description
Using Video in User Assistance: A Beginner’s GuidePhilip Murray (Sage CRM)
@sageCRM_Phil @wwwSageCRMcom
Sage CRM Overview
• In market since 1999
• Web based full-suite CRM system
• Integrated into many Sage ERP products
• Multi-lingual versions
• Developed in Ireland
• Implemented by local Business Partners of
Sage
Regions
Sage CRM is a globally available
product with
• over 12500 customers
• across all major industry verticals
and
• in market more than 12 years
Sage CRM Documentation Team
Diana LoganDocumentation Manager
Philip MurraySenior Technical Writer
Overview
Using Video in UA: A Beginner’s Guide
What are we here to talk about?
Recent project to replace our old, in-product training videos
• Video Process:
− Production Method
− Delivery Method
− Helpful tips
Using Video in UA: A Beginner’s Guide
What was wrong with the old videos?
Using Video in UA: A Beginner’s Guide
• Ranged from 04m35s to 10m37s
Using Video in UA: A Beginner’s Guide
• Separated into task modules
Using Video in UA: A Beginner’s Guide
• Launched in a separate skin created in Flash
Using Video in UA: A Beginner’s Guide
• Pan and scan
Using Video in UA: A Beginner’s Guide
• Pan and scan
Transition to New Process
Using Video in UA: A Beginner’s Guide
Not just a branding exercise.
We wanted to Solve problems rather than provide product
information:
• Discrete learning “chunks”
Using Video in UA: A Beginner’s Guide
Not just a branding exercise.
We wanted to Solve problems rather than provide product
information:
• Discrete learning “chunks”• Shorter, faster paced
Using Video in UA: A Beginner’s Guide
Not just a branding exercise.
We wanted to Solve problems rather than provide product
information:
• Discrete learning “chunks”• Shorter, faster paced• No captions
Using Video in UA: A Beginner’s Guide
Not just a branding exercise.
We wanted to Solve problems rather than provide product
information:
• Discrete learning “chunks”• Shorter, faster paced• No captions• Fewer mouse actions/clicks recorded on screen
Using Video in UA: A Beginner’s Guide
Not just a branding exercise.
We wanted to Solve problems rather than provide product
information:
• Discrete learning “chunks”• Shorter, faster paced• No captions• Fewer mouse actions/clicks recorded on screen• Full interface – no pan & scan or zooming
Using Video in UA: A Beginner’s Guide
Two types of video content:
• Presentation of new features
Using Video in UA: A Beginner’s Guide
Two types of video content:
• Presentation of new features
• Top support issues (“pain points”) that required a 3rd Dimension
Production Method
Using Video in UA: A Beginner’s Guide
All the hard work’s done, so where do we start?
Production method?
Using Video in UA: A Beginner’s Guide
All the hard work’s done, so where do we start?
Production method?
• In house
• Outsource
Using Video in UA: A Beginner’s Guide
In-house production
• Who does it?
Using Video in UA: A Beginner’s Guide
In-house production
• Who does it?
• Software
Using Video in UA: A Beginner’s Guide
In-house production
• Who does it?
• Software
• Hardware
Using Video in UA: A Beginner’s Guide
Outsourced production
• Who does it?
Using Video in UA: A Beginner’s Guide
Outsourced production
• Who does it?
• Software
Using Video in UA: A Beginner’s Guide
Outsourced production
• Who does it?
• Software
• Product knowledge
Using Video in UA: A Beginner’s Guide
Outsourced production
• Who does it?
• Software
• Product knowledge
• Process management
Using Video in UA: A Beginner’s Guide
Outsourced production
• Who does it?
• Software
• Product knowledge
• Process management
• Ownership
Using Video in UA: A Beginner’s Guide
Decision Made – We’ll do it!
• Camtasia
Using Video in UA: A Beginner’s Guide
Decision Made – We’ll do it!
• Camtasia
• Screen real estate
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
Decision Made – We’ll do it!
• Camtasia
• Screen real estate
• Voiceover recording
Using Video in UA: A Beginner’s Guide
Decision Made – We’ll do it!
• Camtasia
• Screen real estate
• Voiceover recording
• Post production
Using Video in UA: A Beginner’s Guide
Decision Made – We’ll do it!
• Camtasia
• Screen real estate
• Voiceover recording
• Post production
• Publishing
Delivery Method
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
• In product
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
• In product
• Online
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
• In product
• Online− YouTube, Vimeo, etc.
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
• In product
• Online− YouTube, Vimeo, etc.− Website
Using Video in UA: A Beginner’s Guide
Delivery method – where are they going to go?
• In product
• Online− YouTube, Vimeo, etc.− Website− “Community”
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
How does Video Supplement UA
Using Video in UA: A Beginner’s Guide
Video complements/supplements UA
Using Video in UA: A Beginner’s Guide
Using Video in UA: A Beginner’s Guide
Summary
Using Video in UA: A Beginner’s Guide
Summary
• Script is key component
Using Video in UA: A Beginner’s Guide
Summary
• Script is key component
• Production method (in house v outsourcing)
Using Video in UA: A Beginner’s Guide
Summary
• Script is key component
• Production method (in house v outsourcing)
• Delivery method
Using Video in UA: A Beginner’s Guide
Summary
• Script is key component
• Production method (in house v outsourcing)
• Delivery method
• Localization
Example
Using Video in UA: A Beginner’s Guide
Example:
Questions