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Innovations in User Assistance
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Marta Rauch WritersUA 2012
@martarauch
Marta Rauch
+Marta Rauch
Innovations in
User Assistance
at Oracle
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• Single-sourcing mobile UA
for smartphones and tablets
• Google+ pages for user assistance
• Best practices for social networks for UA
• Q & A
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
Today's Agenda
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• Do you provide mobile user assistance?
• Do you use social networks for user
assistance?
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
Audience Poll
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Listen for the top 3 tips you’d like to take
back to your workplace.
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
Assignment:
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Simple Strategy for
Single-Sourcing Mobile
User Assistance
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http://docs.oracle.com/cd/E17236_01/nav/portal_1.htm
Amazon Kindle-Compatible Files
Kindle-compatible .MOBI files
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Sample Kindle-Compatible Book
Reading and navigation controls on Kindle for PC app
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http://www.amazon.com/gp/feature.html/ref=kcp_ipad_mkt_lnd?docId=1000493771
Single-Sourced Mobile User Assistance
One file format can be read by several mobile devices
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Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
Leverage Amazon’s Mobile Reading Apps
http://www.amazon.com/gp/feature.html/ref=kcp_ipad_mkt_lnd?docId=1000493771
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Android Market / Google Play
Leverage Reading Apps for Android Smartphone, Tablet
MOBI files can be read by Aldiko for Android (Amazon Appstore or Android Market/Google Play)
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Apple App Store
Leverage Reading Apps for iPhone, iPad
MOBI files can be read by eBookMobi for iPhone, iPad
MOBI files can be read by Amazon Kindle for iPhone, iPad
Apple App Store
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KindleGen
Amazon's KindleGen
Free download
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Tips for Conversion
• Check with your Legal department on any legal requirements
• Evaluate your current output, review Amazon Kindle Publishing
Guidelines to determine changes to meet Amazon Kindle standards.
• Do a manual conversion.
• Download KindleGen and use it to convert your file to MOBI format.
• If necessary, modify HTML and CSS to meet Amazon’s requirements.
• Test converted files on an actual Kindle.
• Incorporate conversion into your production process.
Resources:
Kindle Formatting: The Complete Guide, by Joshua Tallent
Amazon Kindle Gen Publishing Tool
Amazon Kindle Publishing Guidelines
Joshua is here at WritersUA!
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1. Begin an Initiative and plan schedule, resources
2. Convert a typical file as a proof of concept
3. Test on Kindle
4. Update HTML and CSS as necessary
5. Integrate conversion into your production process
6. Convert rest of UA files
7. Test on Kindle
8. Deliver content
9. Gather feedback, collect metrics
10. Iterate as necessary
Sample Project Plan
Resource on our EPM ID Initiative program: http://www.infomanagementcenter.com/members/pdfs/reprints/BP09-12MRauch.pdf
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Sample Test Cases
• Organize: Download, open,
close, remove
• Read: Turn pages, navigate,
change font size, search,
review graphics,
look up a word,
highlight, bookmark,
use shortcuts
• Share: Add notes,
comments
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Kindle Previewer
Amazon's Kindle Previewer
Quickly preview a MOBI file on Kindle reading apps for PC. Kindle, iPhone, iPad
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Google+ Pages for
User Assistance
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Tip: Create a Google+ Page
• Reach 90 million users
• Provide different content to different groups
using circles
• Improve search engine optimization (SEO)
• Learn
• Interact
• Share information
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Oracle’s Hyperion EPM Info Page
Our page links to our one-stop-shop EPM ID Documentation Portal
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Hyperion EPM Info Google+ page: https://plus.google.com/106915048672979407731/posts
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Interact with Followers
Followers ask questions, request information
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Connect with User Groups
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Share Videos
Link to YouTube videos
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Interact via Video Hangouts
Schedule real-time video “hangouts”
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Conduct Contests
Give prizes or other types of rewards
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Link to Employee Blogs
Linking to employee blogs increases SEO for your corporate site
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Share Circles to Create Community
Share circles for different user types: end-users, admins, consultants…
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Let Your Google+ Fans Spread the Word
Fans share content with their circles
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Best Practices for
Social Networks for UA
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Best Practices for Social Networks
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
1. Research
2. Strategy
3. Guidelines
4. Engage
5. Fresh Content
6. Leverage Content
7. Monitor
8. Analytics
9. Publicize
10. Adjust
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1. Research, Plan, Listen
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
• Review your corporate and legal guidelines
• Monitor your corporate social networks
• Search Twitter, Facebook, YouTube, Google+
• Check your competitors’ social networks
• Identify corporate social network allies
• Look for champions of your brand
• Decide which social networks to support
• Get baseline metrics
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2. Develop Strategy, Guidelines
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• How often to post, response time
• Who posts, backup plans
• What types of posts
• Posting guidelines:
What to post
What not to post
• Plans for handling:
Spam
Negative posts
Emergencies
• Analytics
• Account name, logo
• Account setup
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3. Follow Best Posting Practices
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
• Post regularly.
• Post succinctly.
Facebook posts between 100 - 250 characters get 60% more
likes, comments and shares than posts >250 characters*
• Include photos and videos.
Facebook posts including a photo album, picture or video generate 180%,
120%, and 100% more engagement than the average post*
• Ask questions, get fans’ opinions.
• Use fill-in-the-blank posts.
• Conduct polls.
• Provide access to exclusive information, early access, rewards.
• Be timely - incorporate current events, holidays, news
Facebook posts mentioning “Independence Day” on July 4 get
90% more engagement than other posts that day*
• Analyze results over time, adjust accordingly.
* Source: Facebook for Business
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4. Engage
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Point to UA resources
Share your department’s contact info
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5. Provide Fresh Content
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Link to new deliverables
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… and More Fresh Content!
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Link to a customer survey
Announce new features
Share UA updates. releases
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6. Leverage Other Content
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Share content from other social networks at your company
Use corporate keywords (Twitter #hashtags) to help people find your posts
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• Twitter mentions
• Surveys via SurveyMonkey
• Facebook Insights for business pages
https://www.facebook.com/help/?page=205260336179771 http://ads.ak.facebook.com/ads/FacebookAds/Page_Insights_en_US.pdf
7. Monitor Engagement
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Tip: Use Bit.ly to analyze engagement
with shortened links http://bitly.com
8. Review Analytics
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9. Publicize Your Networks
Tip: Create a QR code linking to your social networks
Tip: Create an email signature for your department with links to your social networks
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10. Adjust Strategy As Necessary
New Kindle file format
Facebook Insights data
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Best Practices for Social Networks
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012
1. Research
2. Strategy
3. Guidelines
4. Engage
5. Fresh Content
6. Leverage Content
7. Monitor
8. Analytics
9. Publicize
10. Adjust
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What We Covered
• Single-sourcing mobile user assistance
for smartphones and tablets
• Google+ user assistance page
• Best practices for
social networks for
user assistance
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Share the top tip you plan to
take back to your workplace.
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Top Tips To Take Back
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Selected Resources
• Amazon Kindle Gen Publishing Tool
• Amazon Kindle Previewer Testing Tool
• Amazon Kindle Publishing Guidelines
• Amazon Kindle Reading Apps
• Kindle Formatting: The Complete Guide, by Joshua Tallent
• Apple App Store:
http://www.apple.com/iphone/from-the-app-store/ http://www.apple.com/ipad/from-
the-app-store/
• Android Market: https://market.android.com/apps
• Amazon Appstore: http://www.amazon.com/mobile-
apps/b/ref=sa_menu_adr_app4?ie=UTF8&node=2350149011
• QR Code Overview
• Facebook Insights
• Facebook for Business, Building Your Business with Facebook Pages
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Selected Google+ Resources
Google+ https://plus.google.com
Google+ Tour, Google+ Instructions
Mashable’s Guide to Google+
http://mashable.com/2011/07/16/google-plus-guide/
Google+ help center
http://support.google.com/plus/?hl=en&p=help_center
Google+ forum
http://groups.google.com/a/googleproductforums.com/
forum/#!forum/google-plus-discuss
First 5 things to do for Google+ business pages
http://windmillnetworking.com/2012/01/24/first-5-
things-google-plus-business-page/
What the Plus! By Guy Kawasaki
http://www.guykawasaki.com/what-the-plus/
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Follow me:
• Google+: Marta Rauch
• LinkedIn: martarauch
• Twitter: @martarauch
Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012.
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