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)