integrating help, support, and training content

1. Integrating Help, Support, andTraining ContentPaul Mueller (UserAid)www.useraid.com@Paul_UserAid

4. Why Integrate Our Content? If its not your content, it can dilute your brand It may not be your recommended solution: Hacking a file Buying a different product Customers can feel you dont provide the support they need4 2011-2013 UserAid, all rights reserved.

5. Why Integrate Our Content? You can put your Help content on the internet, but thats just more content to sort through: Help and printed books Support KB articles FAQs Technical References & White Papers Training videos & materials Webinars and more 5 2011-2013 UserAid, all rights reserved.

7. Why Integrate Our Content? More content can lead to duplicate/contradictory information: Info Dev delivers Help topics Support create KB articles for common issues and copies steps from the Help7 2011-2013 UserAid, all rights reserved.

8. Why Integrate Our Content? More content can lead to duplicate/contradictory information: Info Dev delivers Help topics Support creates a KB article for a common issue and copies steps from the Help A new version of the product is released with updated Help8 2011-2013 UserAid, all rights reserved.

9. Why Integrate Our Content? More content can lead to duplicate/contradictory information: Info Dev delivers Help topics Support creates a KB article for a common issue and copies steps from the Help A new version of the product is released with updated Help You have 1 of 2 issues: Duplicate maintenance to update the KB article too Conflicting information9 2011-2013 UserAid, all rights reserved.

10. Why Integrate Our Content? If the Support KB articles provided links to Help content instead of duplicate information, the issue would not exist. The KB articles would automatically be up to date and consistent with the latest product Help.10 2011-2013 UserAid, all rights reserved.

11. What Will We Talk About? Needs and goals lead to requirements Why we chose WordPress to tie it all together? Flexible (now and into the future) Easy installation, setup, user access, and use Concepts to understand: themes, plugins, widgets Explore smartvault.com/support Info Dev: Help & PDF files Training: Learning Center videos, demos, & scheduling Support: KB, FAQs, policies, contact info, & more11 2011-2013 UserAid, all rights reserved.

13. Needs & Goals Lead to Requirements Give users one place to go thats easy to find Reduce duplicate effort and share content Info Dev: Needs reliable production process Training: Needs content/videos logically organized Training: Needs modular, easy to update materials Support: Needs content to be findable Support: Needs to maintain content with easy UI Support: Needs internal-only information13 2011-2013 UserAid, all rights reserved.

14. Why We Chose WordPress? Free, flexible content management system Many free sources of plugins (added features) Easy to customize and maintain Good SEO support Automated content listing, sorting, categorizing Allow users to comment/augment content14 2011-2013 UserAid, all rights reserved.

16. Why We Chose WordPress?Flexibility: Whole Sites STC Houston (www.stc-houston.org) Whole site is in WordPress and can use blog elements throughout the design16 2011-2013 UserAid, all rights reserved.

21. Why We Chose WordPress?Easy to Install, Set Up, Manage Install/Setup Use a WP provider, such as wpengine.com --- OR --- Use ISP automated install --- OR --- Create database (MySQL) Copy WordPress files into place Edit wp-config.php file for database connection info Open /wp-admin (displays login page)21 2011-2013 UserAid, all rights reserved.

25. Exploring smartvault.com/support

26. Exploring smartvault.com/supportWordPress Concepts to Understand Content Types Pages: Fixed (fairly static) content Posts: Fluid, periodic content Other: You can create custom content types, if needed Theme Defines the overall design (look and feel) Many options (free, for purchase, framework like Thesis) Plugins Provide functions (spam protection, database backup, & more) Widgets Modules in sidebars (Links, Popular Posts, Categories +)26 2011-2013 UserAid, all rights reserved.

27. Exploring smartvault.com/supportOverview WordPress ties together all the content Most content is published on WP pages or posts Videos/demos are embedded within categorized posts KB articles are categorized posts Support policies and contact information are pages PDF files are embedded within categorized posts/pages Help content is converted to Web-based files and maintained separately (but linked to from WP posts & pages and looks consistent with branding)27 2011-2013 UserAid, all rights reserved.

28. Exploring smartvault.com/supportEntry Page Support Center Answer Station one place to go Link to all areas important to users Google custom search across all areas Google analytics to evaluate content use and maintenance priorities28 2011-2013 UserAid, all rights reserved.

30. Exploring smartvault.com/supportRSS Feed for all WordPress Content One RSS Feed Notification for changed content Users are in control of how they receive and review this notification Sort by date, title, author Filter by category Use RSS reader of choice For example, latest post shows release notes30 2011-2013 UserAid, all rights reserved.

32. Exploring smartvault.com/supportComprehensive Help Converted from FrameMaker files ePublisher Reverb Help Google Search & Google Analytics integration Consistent file naming and context-sensitive linking Responsive web design Could use multiple folders to support help for multiple product versions32 2011-2013 UserAid, all rights reserved.

34. Exploring smartvault.com/supportGuides PDF files linked for easy access by users who want them WordPress page with links to PDF files stored in folder on server Can easily update files in that folder, or modify page in WordPress Standard links and search widgets34 2011-2013 UserAid, all rights reserved.

36. Exploring smartvault.com/supportLearning Center Video Tutorials linked or embedded in posts, categorized as needed Video Tutorials page in Learning Center lists categories & hot links Training materials, outlines, & agendas can be handled same way Schedule Live Training link lets users sign up for more training36 2011-2013 UserAid, all rights reserved.

38. Exploring smartvault.com/supportKnowledge Base KB articles (posts) for issues, tips, and undocumented items Posts categorized as needed & SEO applied Popular posts listed Recommended by Support (FAQs) listed Easy to create/update & link to Help and training Custom fields store internal-only information38 2011-2013 UserAid, all rights reserved.

42. Exploring smartvault.com/supportSupport Policies and Contact Information Help users understand policies and available support plans Contact information easy to find All contact methods listed in one place Chat Support tickets Phone numbers Support can quickly update this information42 2011-2013 UserAid, all rights reserved.

44. Exploring smartvault.com/supportService Status and More Quick access to a status page that indicates if the SaaS system is available, or down for service Access for partners to resources, such as logos, templates, and customer success stories Additional datasheets, whitepapers, and technical references You decide what your customers needand deliver it in one, integrated solution44 2011-2013 UserAid, all rights reserved.

integrating help, support, and training content

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