Download pptx - Using video in User Assistance: A Beginner's Guide

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


What was wrong with the old videos?


• Ranged from 04m35s to 10m37s


• Separated into task modules


• Launched in a separate skin created in Flash


• Pan and scan


• Pan and scan

Transition to New Process


Not just a branding exercise.

We wanted to Solve problems rather than provide product

information:

• Discrete learning “chunks”




information:

• Discrete learning “chunks”• Shorter, faster paced




information:

• Discrete learning “chunks”• Shorter, faster paced• No captions




information:

• Discrete learning “chunks”• Shorter, faster paced• No captions• Fewer mouse actions/clicks recorded on screen




information:

• Discrete learning “chunks”• Shorter, faster paced• No captions• Fewer mouse actions/clicks recorded on screen• Full interface – no pan & scan or zooming


Two types of video content:

• Presentation of new features


Two types of video content:

• Presentation of new features

• Top support issues (“pain points”) that required a 3rd Dimension

Production Method


All the hard work’s done, so where do we start?

Production method?


All the hard work’s done, so where do we start?

Production method?

• In house

• Outsource


In-house production

• Who does it?


In-house production

• Who does it?

• Software


In-house production

• Who does it?

• Software

• Hardware


Outsourced production

• Who does it?



• Who does it?

• Software



• Who does it?

• Software

• Product knowledge



• Who does it?

• Software


• Process management



• Who does it?

• Software


• Process management

• Ownership


Decision Made – We’ll do it!

• Camtasia



• Camtasia

• Screen real estate




• Camtasia


• Voiceover recording



• Camtasia



• Post production



• Camtasia



• Post production

• Publishing

Delivery Method


Delivery method – where are they going to go?



• In product




• In product

• Online



• In product

• Online− YouTube, Vimeo, etc.





• In product

• Online− YouTube, Vimeo, etc.− Website



• In product

• Online− YouTube, Vimeo, etc.− Website− “Community”



How does Video Supplement UA


Video complements/supplements UA



Summary


Summary

• Script is key component


Summary


• Production method (in house v outsourcing)


Summary



• Delivery method


Summary



• Delivery method

• Localization

Example


Example:

Questions