Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support...
Transcript of Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support...
![Page 1: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/1.jpg)
Terri VaughanWeb Customer Support Specialist/IT Manager
®
![Page 2: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/2.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
(and make yourself look like a genius)
How to Turn Your End Users into Content Experts
![Page 3: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/3.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
The final or ultimate user of a computer system. The end user is the individual who uses the product after it has been fully developed and marketed. The term is useful because it distinguishes two classes of users, users who require a bug-free and finished product (end users), and users who may use the same product for development purposes. The term end user usually implies an individual with a relatively low level of computer expertise. Unless you are a programmer or engineer, you are almost certainly an end user.
Definition of End Usercourtesy of
![Page 4: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/4.jpg)
Our End Users
![Page 5: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/5.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Typical End User
![Page 6: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/6.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Typical End User
Little or no Web experience
![Page 7: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/7.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Typical End User
Little or no Web experience
Novice to expert computer knowledge
![Page 8: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/8.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Typical End User
Little or no Web experience
Novice to expert computer knowledge
Satisfactory to excellent word processing skills
![Page 9: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/9.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Typical End User
Little or no Web experience
Novice to expert computer knowledge
Satisfactory to excellent word processing skills
Medium to high level of intimidation with learning
![Page 10: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/10.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Typical End User
Little or no Web experience
Novice to expert computer knowledge
Satisfactory to excellent word processing skills
Medium to high level of intimidation with learning
Web site maintenance duty assigned, not requested
![Page 11: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/11.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Want
![Page 12: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/12.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Want
Content written for them
![Page 13: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/13.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Want
Content written for them
Familiar folder/file structure
![Page 14: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/14.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Want
Content written for them
Familiar folder/file structure
Drag ‘n drop graphics/hyperlinks/tables
![Page 15: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/15.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Want
Content written for them
Familiar folder/file structure
Drag ‘n drop graphics/hyperlinks/tables
Content editing similar to word processing
![Page 16: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/16.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Want
Content written for them
Familiar folder/file structure
Drag ‘n drop graphics/hyperlinks/tables
Content editing similar to word processing
Someone else to maintain their Web pages
![Page 17: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/17.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Get
![Page 18: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/18.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Get
Content writing responsibility
![Page 19: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/19.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Get
Content writing responsibility
Unfamiliar folder/file structures
![Page 20: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/20.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Get
Content writing responsibility
Unfamiliar folder/file structures
Inadequate graphics processing tools
![Page 21: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/21.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Get
Content writing responsibility
Unfamiliar folder/file structures
Inadequate graphics processing tools
Unclear or hard to follow instructions
![Page 22: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/22.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Get
Content writing responsibility
Unfamiliar folder/file structures
Inadequate graphics processing tools
Unclear or hard to follow instructions
General overview training on Cascade Server
![Page 23: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/23.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Do
![Page 24: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/24.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Do
Keep old content as long as possible
![Page 25: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/25.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Do
Keep old content as long as possible
Create Web folders that contain one page
![Page 26: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/26.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Do
Keep old content as long as possible
Create Web folders that contain one page
Insert improperly formatted and sized graphics
![Page 27: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/27.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Do
Keep old content as long as possible
Create Web folders that contain one page
Insert improperly formatted and sized graphics
Create Web pages with unfriendly system names
![Page 28: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/28.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Do
Keep old content as long as possible
Create Web folders that contain one page
Insert improperly formatted and sized graphics
Create Web pages with unfriendly system names
Upload documents instead of creating Web pages
![Page 29: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/29.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Need
![Page 30: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/30.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Need
Adequate technical experience
![Page 31: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/31.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Need
Adequate technical experience
Clear understanding of Web best practices
![Page 32: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/32.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Need
Adequate technical experience
Clear understanding of Web best practices
Multimedia processing tools and experience
![Page 33: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/33.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Need
Adequate technical experience
Clear understanding of Web best practices
Multimedia processing tools and experience
Ability to adapt print content to Web content
![Page 34: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/34.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What End Users Need
Adequate technical experience
Clear understanding of Web best practices
Multimedia processing tools and experience
Ability to adapt print content to Web content
Understanding of file upload vs Web page creation
![Page 35: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/35.jpg)
What to Do
![Page 36: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/36.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What We Should Do
![Page 37: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/37.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What We Should Do
Select end users with adequate skills
![Page 38: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/38.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What We Should Do
Select end users with adequate skills
Develop multi-workshop training program
![Page 39: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/39.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What We Should Do
Select end users with adequate skills
Develop multi-workshop training program
Require end users to be trained prior to access
![Page 40: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/40.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What We Should Do
Select end users with adequate skills
Develop multi-workshop training program
Require end users to be trained prior to access
Positive reinforcement with each training module
![Page 41: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/41.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What We Should Do
Select end users with adequate skills
Develop multi-workshop training program
Require end users to be trained prior to access
Positive reinforcement with each training module
Follow up with end users regularly/provide feedback
![Page 42: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/42.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Training Workshops
![Page 43: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/43.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Training Workshops
Computer skills + internet + Web
![Page 44: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/44.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Training Workshops
Computer skills + internet + Web
Web best practices + essential html
![Page 45: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/45.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Training Workshops
Computer skills + internet + Web
Web best practices + essential html
Graphical element processing & usage
![Page 46: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/46.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Training Workshops
Computer skills + internet + Web
Web best practices + essential html
Graphical element processing & usage
Simple tips for writing well for the Web
![Page 47: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/47.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Training Workshops
Computer skills + internet + Web
Web best practices + essential html
Graphical element processing & usage
Simple tips for writing well for the Web
Site specific, hands-on Cascade Server training
![Page 48: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/48.jpg)
Learning Outcomes
![Page 49: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/49.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What I Have Learned
![Page 50: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/50.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What I Have Learned
Confidence in abilities
![Page 51: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/51.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What I Have Learned
Confidence in abilities
Avoid excessive tech-speak
![Page 52: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/52.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What I Have Learned
Confidence in abilities
Avoid excessive tech-speak
Explain why skills are necessary
![Page 53: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/53.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What I Have Learned
Confidence in abilities
Avoid excessive tech-speak
Explain why skills are necessary
Analogies that end users can relate to
![Page 54: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/54.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
What I Have Learned
Confidence in abilities
Avoid excessive tech-speak
Explain why skills are necessary
Analogies that end users can relate to
Entertain and engage during and after training
![Page 55: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/55.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
How I Engage End Users
![Page 56: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/56.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
How I Engage End Users
Chosen to speak to Web audiences
![Page 57: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/57.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
How I Engage End Users
Chosen to speak to Web audiences
Tech speak minimal but important
![Page 58: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/58.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
How I Engage End Users
Chosen to speak to Web audiences
Tech speak minimal but important
What are the skills and why they matter
![Page 59: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/59.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
How I Engage End Users
Chosen to speak to Web audiences
Tech speak minimal but important
What are the skills and why they matter
How the skills relate to things they do now
![Page 60: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/60.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
How I Engage End Users
Chosen to speak to Web audiences
Tech speak minimal but important
What are the skills and why they matter
How the skills relate to things they do now
Follow up with reminders, cool tricks, compliments
![Page 61: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/61.jpg)
Cool Features
![Page 62: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/62.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Features End Users Love
![Page 63: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/63.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Features End Users Love
Import zip archive
![Page 64: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/64.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Features End Users Love
Import zip archive
Upload file during page creation
![Page 65: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/65.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Features End Users Love
Import zip archive
Upload file during page creation
Set display publish queue preference
![Page 66: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/66.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Features End Users Love
Import zip archive
Upload file during page creation
Set display publish queue preference
Activate previous version of page asset
![Page 67: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/67.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Features End Users Love
Import zip archive
Upload file during page creation
Set display publish queue preference
Activate previous version of page asset
Internal anchor links – no html editing required!
![Page 68: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/68.jpg)
Stars
![Page 69: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/69.jpg)
Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University
Who Does it Well?
![Page 70: Terri Vaughan Web Customer Support Specialist/IT Manager · Terri Vaughan, Web Customer Support Specialist Office of Web Services, Clemson University The final or ultimate user of](https://reader034.fdocuments.in/reader034/viewer/2022050108/5f466bc8cce10f5e2040da0f/html5/thumbnails/70.jpg)
Q&A(and stuff you want me to know)