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

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

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

Our End Users

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Typical End User

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Typical End User

Little or no Web experience

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Typical End User

Little or no Web experience

Novice to expert computer knowledge

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Typical End User

Little or no Web experience

Novice to expert computer knowledge

Satisfactory to excellent word processing skills

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Typical End User

Little or no Web experience

Novice to expert computer knowledge

Satisfactory to excellent word processing skills

Medium to high level of intimidation with learning

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Typical End User

Little or no Web experience

Novice to expert computer knowledge

Satisfactory to excellent word processing skills

Medium to high level of intimidation with learning

Web site maintenance duty assigned, not requested

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Want

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Want

Content written for them

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Want

Content written for them

Familiar folder/file structure

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Want

Content written for them

Familiar folder/file structure

Drag ‘n drop graphics/hyperlinks/tables

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Want

Content written for them

Familiar folder/file structure

Drag ‘n drop graphics/hyperlinks/tables

Content editing similar to word processing

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Want

Content written for them

Familiar folder/file structure

Drag ‘n drop graphics/hyperlinks/tables

Content editing similar to word processing

Someone else to maintain their Web pages

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Get

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Get

Content writing responsibility

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Get

Content writing responsibility

Unfamiliar folder/file structures

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Get

Content writing responsibility

Unfamiliar folder/file structures

Inadequate graphics processing tools

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Get

Content writing responsibility

Unfamiliar folder/file structures

Inadequate graphics processing tools

Unclear or hard to follow instructions

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Get

Content writing responsibility

Unfamiliar folder/file structures

Inadequate graphics processing tools

Unclear or hard to follow instructions

General overview training on Cascade Server

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Do

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Do

Keep old content as long as possible

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Do

Keep old content as long as possible

Create Web folders that contain one page

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Do

Keep old content as long as possible

Create Web folders that contain one page

Insert improperly formatted and sized graphics

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Do

Keep old content as long as possible

Create Web folders that contain one page

Insert improperly formatted and sized graphics

Create Web pages with unfriendly system names

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Do

Keep old content as long as possible

Create Web folders that contain one page

Insert improperly formatted and sized graphics

Create Web pages with unfriendly system names

Upload documents instead of creating Web pages

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Need

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Need

Adequate technical experience

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Need

Adequate technical experience

Clear understanding of Web best practices

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Need

Adequate technical experience

Clear understanding of Web best practices

Multimedia processing tools and experience

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Need

Adequate technical experience

Clear understanding of Web best practices

Multimedia processing tools and experience

Ability to adapt print content to Web content

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What End Users Need

Adequate technical experience

Clear understanding of Web best practices

Multimedia processing tools and experience

Ability to adapt print content to Web content

Understanding of file upload vs Web page creation

What to Do

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What We Should Do

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What We Should Do

Select end users with adequate skills

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What We Should Do

Select end users with adequate skills

Develop multi-workshop training program

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What We Should Do

Select end users with adequate skills

Develop multi-workshop training program

Require end users to be trained prior to access

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What We Should Do

Select end users with adequate skills

Develop multi-workshop training program

Require end users to be trained prior to access

Positive reinforcement with each training module

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What We Should Do

Select end users with adequate skills

Develop multi-workshop training program

Require end users to be trained prior to access

Positive reinforcement with each training module

Follow up with end users regularly/provide feedback

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Training Workshops

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Training Workshops

Computer skills + internet + Web

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Training Workshops

Computer skills + internet + Web

Web best practices + essential html

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Training Workshops

Computer skills + internet + Web

Web best practices + essential html

Graphical element processing & usage

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Training Workshops

Computer skills + internet + Web

Web best practices + essential html

Graphical element processing & usage

Simple tips for writing well for the Web

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Training Workshops

Computer skills + internet + Web

Web best practices + essential html

Graphical element processing & usage

Simple tips for writing well for the Web

Site specific, hands-on Cascade Server training

Learning Outcomes

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What I Have Learned

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What I Have Learned

Confidence in abilities

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What I Have Learned

Confidence in abilities

Avoid excessive tech-speak

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What I Have Learned

Confidence in abilities

Avoid excessive tech-speak

Explain why skills are necessary

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What I Have Learned

Confidence in abilities

Avoid excessive tech-speak

Explain why skills are necessary

Analogies that end users can relate to

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

What I Have Learned

Confidence in abilities

Avoid excessive tech-speak

Explain why skills are necessary

Analogies that end users can relate to

Entertain and engage during and after training

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

How I Engage End Users

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

How I Engage End Users

Chosen to speak to Web audiences

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

How I Engage End Users

Chosen to speak to Web audiences

Tech speak minimal but important

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

How I Engage End Users

Chosen to speak to Web audiences

Tech speak minimal but important

What are the skills and why they matter

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

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

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

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

Follow up with reminders, cool tricks, compliments

Cool Features

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Features End Users Love

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Features End Users Love

Import zip archive

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Features End Users Love

Import zip archive

Upload file during page creation

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Features End Users Love

Import zip archive

Upload file during page creation

Set display publish queue preference

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Features End Users Love

Import zip archive

Upload file during page creation

Set display publish queue preference

Activate previous version of page asset

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Features End Users Love

Import zip archive

Upload file during page creation

Set display publish queue preference

Activate previous version of page asset

Internal anchor links – no html editing required!

Stars

Terri Vaughan, Web Customer Support SpecialistOffice of Web Services, Clemson University

Who Does it Well?

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