tools for assisting end users
DESCRIPTION
As users become more virtual, the struggle to assist remote users continues to grow. During this workshop, we will explore free and low-cost tools to allow you to: • Create online tutorials including video and screenshots • Provide remote reference services to virtual users • Troubleshoot and provide direction to users • Discuss how to market tutorials and frequent issues you can faceTRANSCRIPT
Tools for Assisting the End User
PresenterDiana Silveira
agenda
Live Assistance Tutorials Other Resources
Live Help
Join.me
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Note: From the moment they join, they can see your screen.
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Tip: Get the best experience by having 1 window open & go slow there is some drag time
Live chat!
Google Hangouts/Chat
Image from: http://wpdaily.co/google-hangout-0/google-hangout-5/
FIX YO
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LIVE!
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Hangouts can be public or invite only
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Google Hangouts is available as an Android App so users can connect via their mobile device
Creating tutorials
Jing
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JING
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Videos can be embedded in websites, shared through social media, techsmith or embedded in PowerPoints
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This works for videos (under 5 minutes) and screenshots via Jing
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Vine, Instagram, Cinemagram
Great for demos of things off-screen. An example – the red box for new materials!Vine examples - http://goo.gl/wFYvDc, http://seenive.com/tag/libraries
Online Resources
Ask a Librarian
TextEmailLive Chat
Create a wiki
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Blogger.com
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.com allows free sites with hosting, .org allows you to download and host your own site
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Allows for sharing tutorials and creating followers
Examples: http://nypl.tumblr.com/ momalibrary.tumblr.com chicagopubliclibrary.tumblr.comorangecountylibrarysystem.tumblr.com librarywayfinding.tumblr.com
Tips
Create content and share in multiple formats
Share what you create via social media Even if multiple ways – demo one
Questions & Discussion
Additional resources:Animoto, VoiceThread, Prezi, Slideshare
[email protected]/dee987slideshare.net/dee987
www.facebook.com/NovareLibraryServices877-816-9638
Contact InformationDiana Silveira