Innovations in User Assistance

Marta Rauch WritersUA 2012

@martarauch

Marta Rauch

+Marta Rauch

Innovations in

User Assistance

at Oracle

2

• 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

3

• Do you provide mobile user assistance?

• Do you use social networks for user

assistance?


Audience Poll

4

Listen for the top 3 tips you’d like to take

back to your workplace.


Assignment:

5

Simple Strategy for

Single-Sourcing Mobile

User Assistance


6 Marta Rauch, Innovations in User Assistance at Oracle, WritersUA 2012. Copyright 2012

http://docs.oracle.com/cd/E17236_01/nav/portal_1.htm

Amazon Kindle-Compatible Files

Kindle-compatible .MOBI files



Sample Kindle-Compatible Book

Reading and navigation controls on Kindle for PC app


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


9


Leverage Amazon’s Mobile Reading Apps




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)

https://market.android.com/


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

http://itunes.apple.com/us/app/id413897025?mt=8&ign-mpt=uo=4

http://itunes.apple.com/us/app/id413897025?mt=8&ign-mpt=uo=4

http://itunes.apple.com/us/app/kindle-read-books-magazines/id302584613?mt=8





KindleGen

Amazon's KindleGen

Free download

http://www.amazon.com/gp/feature.html/ref=amb_link_357613502_1?ie=UTF8&docId=1000765211&pf_rd_m=ATVPDKIKX0DER&pf_rd_s=right-4&pf_rd_r=0Y0JNK8BFEPRWVWA3V37&pf_rd_t=1401&pf_rd_p=1343256942&pf_rd_i=1000729511

13

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!

http://www.amazon.com/Kindle-Formatting-Complete-Guide-Amazon/dp/1440488886/ref=sr_1_1?ie=UTF8&s=books&qid=1258070235&sr=8-1

http://www.amazon.com/gp/feature.html/ref=amb_link_357613502_1?ie=UTF8&docId=1000765211&pf_rd_m=ATVPDKIKX0DER&pf_rd_s=right-4&pf_rd_r=10EWBB0J7M5B27VTAC3C&pf_rd_t=1401&pf_rd_p=1343256942&pf_rd_i=1000729511

http://kindlegen.s3.amazonaws.com/AmazonKindlePublishingGuidelines.pdf


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

http://www.infomanagementcenter.com/members/pdfs/reprints/BP09-12MRauch.pdf





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



Kindle Previewer

Amazon's Kindle Previewer

Quickly preview a MOBI file on Kindle reading apps for PC. Kindle, iPhone, iPad

http://www.amazon.com/gp/feature.html/ref=amb_link_359603402_2?ie=UTF8&docId=1000765261&pf_rd_m=ATVPDKIKX0DER&pf_rd_s=right-4&pf_rd_r=0EF2D53XEVXAXBYYKNGN&pf_rd_t=1401&pf_rd_p=1342417002&pf_rd_i=1000765211

17

Google+ Pages for

User Assistance


18

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


19

Oracle’s Hyperion EPM Info Page

Our page links to our one-stop-shop EPM ID Documentation Portal


Hyperion EPM Info Google+ page: https://plus.google.com/106915048672979407731/posts

https://plus.google.com/106915048672979407731/posts

20

Interact with Followers

Followers ask questions, request information


21

Connect with User Groups


22

Share Videos

Link to YouTube videos


23

Interact via Video Hangouts

Schedule real-time video “hangouts”


24

Conduct Contests

Give prizes or other types of rewards


25

Link to Employee Blogs

Linking to employee blogs increases SEO for your corporate site


26

Share Circles to Create Community

Share circles for different user types: end-users, admins, consultants…


27

Let Your Google+ Fans Spread the Word

Fans share content with their circles


28

Best Practices for

Social Networks for UA


29

Best Practices for Social Networks


1. Research

2. Strategy

3. Guidelines

4. Engage

5. Fresh Content

6. Leverage Content

7. Monitor

8. Analytics

9. Publicize

10. Adjust

30

1. Research, Plan, Listen


• 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

31

2. Develop Strategy, Guidelines


• 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

32

3. Follow Best Posting Practices


• 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

http://www.facebook.com/business/pages/

33

4. Engage


Point to UA resources

Share your department’s contact info

34

5. Provide Fresh Content


Link to new deliverables

35

… and More Fresh Content!


Link to a customer survey

Announce new features

Share UA updates. releases

36

6. Leverage Other Content


Share content from other social networks at your company

Use corporate keywords (Twitter #hashtags) to help people find your posts


• 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

https://www.facebook.com/help/?page=205260336179771

http://ads.ak.facebook.com/ads/FacebookAds/Page_Insights_en_US.pdf


Tip: Use Bit.ly to analyze engagement

with shortened links http://bitly.com

8. Review Analytics

http://bitly.com/


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


10. Adjust Strategy As Necessary

New Kindle file format

Facebook Insights data

41

Best Practices for Social Networks


1. Research

2. Strategy

3. Guidelines

4. Engage

5. Fresh Content

6. Leverage Content

7. Monitor

8. Analytics

9. Publicize

10. Adjust


What We Covered

• Single-sourcing mobile user assistance

for smartphones and tablets

• Google+ user assistance page

• Best practices for

social networks for

user assistance

43

Share the top tip you plan to

take back to your workplace.


Top Tips To Take Back


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

http://www.amazon.com/gp/feature.html/ref=amb_link_357613502_1?ie=UTF8&docId=1000765211&pf_rd_m=ATVPDKIKX0DER&pf_rd_s=right-4&pf_rd_r=10EWBB0J7M5B27VTAC3C&pf_rd_t=1401&pf_rd_p=1343256942&pf_rd_i=1000729511

http://www.amazon.com/gp/feature.html/ref=amb_link_359603222_5?ie=UTF8&docId=1000765261&pf_rd_m=ATVPDKIKX0DER&pf_rd_s=center-8&pf_rd_r=1FH12B0JFNAHG3R34EGY&pf_rd_t=1401&pf_rd_p=1342416142&pf_rd_i=1000765211

http://kindlegen.s3.amazonaws.com/AmazonKindlePublishingGuidelines.pdf

http://www.amazon.com/gp/feature.html?ie=

http://www.amazon.com/Kindle-Formatting-Complete-Guide-Amazon/dp/1440488886/ref=sr_1_1?ie=UTF8&s=books&qid=1258070235&sr=8-1

http://www.apple.com/iphone/from-the-app-store/







http://www.apple.com/ipad/from-the-app-store/







https://market.android.com/apps

http://www.amazon.com/mobile-apps/b/ref=sa_menu_adr_app4?ie=UTF8&node=2350149011



http://en.wikipedia.org/wiki/QR_code,

https://www.facebook.com/help/?page=120881494659811

http://www.facebook.com/business/pages/

http://ads.ak.facebook.com/ads/FacebookAds/PagesOptimizationGuide_082211.pdf

45

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/




http://www.google.com/intl/en/+/learnmore/

http://support.google.com/plus/?hl=en







http://support.google.com/plus/?hl=en&p=help_center

http://groups.google.com/a/googleproductforums.com/forum/






http://windmillnetworking.com/2012/01/24/first-5-things-google-plus-business-page/


















46

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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