terri vaughan web customer support specialist/it manager · terri vaughan, web customer support...

Terri VaughanWeb Customer Support Specialist/IT Manager

®

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


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

http://www.webopedia.com/TERM/e/end_user.html

http://www.webopedia.com/TERM/e/end_user.html

Our End Users


Typical End User


Typical End User

Little or no Web experience


Typical End User


Novice to expert computer knowledge


Typical End User



Satisfactory to excellent word processing skills


Typical End User




Medium to high level of intimidation with learning


Typical End User




Medium to high level of intimidation with learning

Web site maintenance duty assigned, not requested


What End Users Want


What End Users Want

Content written for them


What End Users Want


Familiar folder/file structure


What End Users Want



Drag ‘n drop graphics/hyperlinks/tables


What End Users Want




Content editing similar to word processing


What End Users Want




Content editing similar to word processing

Someone else to maintain their Web pages


What End Users Get


What End Users Get

Content writing responsibility


What End Users Get


Unfamiliar folder/file structures


What End Users Get



Inadequate graphics processing tools


What End Users Get




Unclear or hard to follow instructions


What End Users Get




Unclear or hard to follow instructions

General overview training on Cascade Server


What End Users Do


What End Users Do

Keep old content as long as possible


What End Users Do


Create Web folders that contain one page


What End Users Do



Insert improperly formatted and sized graphics


What End Users Do




Create Web pages with unfriendly system names


What End Users Do




Create Web pages with unfriendly system names

Upload documents instead of creating Web pages


What End Users Need


What End Users Need

Adequate technical experience


What End Users Need


Clear understanding of Web best practices


What End Users Need



Multimedia processing tools and experience


What End Users Need




Ability to adapt print content to Web content


What End Users Need




Ability to adapt print content to Web content

Understanding of file upload vs Web page creation

What to Do


What We Should Do


What We Should Do

Select end users with adequate skills


What We Should Do


Develop multi-workshop training program


What We Should Do



Require end users to be trained prior to access


What We Should Do




Positive reinforcement with each training module


What We Should Do




Positive reinforcement with each training module

Follow up with end users regularly/provide feedback


Training Workshops


Training Workshops

Computer skills + internet + Web


Training Workshops


Web best practices + essential html


Training Workshops



Graphical element processing & usage


Training Workshops




Simple tips for writing well for the Web


Training Workshops




Simple tips for writing well for the Web

Site specific, hands-on Cascade Server training

Learning Outcomes


What I Have Learned


What I Have Learned

Confidence in abilities


What I Have Learned


Avoid excessive tech-speak


What I Have Learned



Explain why skills are necessary


What I Have Learned




Analogies that end users can relate to


What I Have Learned




Analogies that end users can relate to

Entertain and engage during and after training


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






How the skills relate to things they do now

Follow up with reminders, cool tricks, compliments

Cool Features


Features End Users Love



Import zip archive



Import zip archive

Upload file during page creation



Import zip archive


Set display publish queue preference



Import zip archive



Activate previous version of page asset



Import zip archive



Activate previous version of page asset

Internal anchor links – no html editing required!


Who Does it Well?

Q&A(and stuff you want me to know)

terri vaughan web customer support specialist/it manager · terri vaughan, web customer support...

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