Presentation about user assistance and SolidWorks Social Media use, GIven by myself and Keri PRasky, at SolidWOrks World 2012. also available at The SolidWorks World 2012 proceedings site
http://www.solidworks.com/sww/proceedingsi
Beginners Guide to TikTok for Search - Rachel Pearson - We are Tilt __ Bright...
Help yourself jan12
1. Help yourself…
...to a whole lot of user assistance
Keri Prasky Mary Beth Raven
Online Community Sr. Consultant Sr. Manager, User Experience
DS SolidWorks Corp DS SolidWorks Corp
2. Where do you go when you need help?
SolidWorks Help
Online
Social Media
3. Where do you go when you need help?
SolidWorks Help
Online
SolidWorks.com
SolidWorks Forums
Knowledge Base*
Social Media
Twitter
Facebook
Blogs
Youtube
4. SolidWorks
Introductory
Introducing SolidWorks PDF
SolidWorks Fundamentals
SolidWorks Help
Help Topics
Context Sensitive
Help.SolidWorks.com
Searching from Google:
site:help.solidworks.com/<version><search string>
Turning Web Help on/off
Glossary
5. SolidWorks
What’s New
Within Help Pages
By Topic
Moving from 2D to 3D
Moving from 2D system to SolidWorks
Tutorials
Quick Tips
Prompts
Search from within SolidWorks
6. SolidWorks
Tip of the Day
Setting up Dynamic Help on first startup
Administrative Guides
API Help
Add-in Help
7. Where do you go when you need help?
SolidWorks Help
Online
SolidWorks.com
SolidWorks Forums
Knowledge Base*
Social Media
8. Online - SolidWorks.com
SolidWorks Product Information
By Product
By Industry
Purchasing
Support Area
Support
Downloads
Forums
Online Help
Learning Resources
9. Online - SolidWorks.com
Community
Blogs
User Group Information
Forums
To log in or not log in?
― Read-only access
Searching the Forum
10. Online – SolidWorks.com
Resource Center
Many Types of Content
Videos
Tutorials
Tech Tips
Education
11. Online – Knowledge Base*
Subscription Customers
SolidWorks Knowledge Base
Free Product Support
eDrawings
3D ContentCentral
12. Where do you go when you need help?
SolidWorks Help
Online
SolidWorks.com
SolidWorks Forums
Knowledge Base*
Social Media
13. Social Media: SolidWorks Approach
Actively engage existing and potential users
Distribute information
Provide learning resources
Better understand user needs
Participate in social media
See what other SolidWorks users are doing
Keep the fun feeling from #SWW12
Win Prizes!
14. Social Media
SolidWorks does NOT provide direct support through social
media
SolidWorks resellers: primary support
Then why include social media in a talk about user
assistance?
16. Social Media - Twitter
@SolidWorks:
Matt West
Get news and
updates
See who else is
using SolidWorks,
doing similar design
Over 7,000 followers
Mainly professionals
https://twitter.com/
#!/SolidWorks
17. Social Media - Twitter
@SWUGN
Richard Doyle
News about all the
SWUGN activities
and meetings,
worldwide
Over 400 followers
https://twitter.com/
#!/SWUGN
18. Social Media - Twitter
Follow this twitter list
for tweets from many
SolidWorks users
https://twitter.com/#!/
SolidWorks/solidworks-
contacts/members
19. Social Media - Twitter
Hash tags
#SolidWorks
#SWW12
20. Social Media - Twitter
Who follows any of these SolidWorks accounts?
Are we tweeting about the right things for you?
What could we stop tweeting about?
What could we start tweeting about?
21. Social Media - Facebook
Read stories about
engineering and design
Mini resource center
Audience is younger
than Twitter
40% are 18-24
35% are 24-35
Audience very
international
20% from Turkey
Many from
Malaysia, Indonesia
https://www.facebook.
com/#!/solidworks
22. Social Media - Facebook
Who has befriended SolidWorks on Facebook?
Is Facebook a good mini-resource center?
Would can we do better there?
23. Social Media – LinkedIn
Professional Network
Find Jobs that involve
using SolidWorks
Seminars
SolidWorks does NOT
own this group.
SolidWorks does NOT
post anything here
Completely managed
by the community
http://www.linkedin.co
m/groups?gid=82201&
trk=myg_ugrp_ovr
24. Social Media - LinkedIn
Is anyone a member of the LinkedIn SolidWorks group?
25. Social Media - Blogs
SolidWorks Blog –
company updates,
innovation, product news
http://blogs.solidworks.co
m/solidworksblog/
SolidWorks Community -
http://blogs.solidworks.co
m/swcommunity/
26. Social Media - Blogs
SolidWorks Teacher
http://blogs.solidworks.co
m/teacher/
27. Social Media - Blogs
Many other blogs
related to
SolidWorks
http://www.solid
works.com/sw/re
ad-solidworks-
blogs.htm
28. Social Media - Blogs
Who follows the SolidWorks blog?
The SolidWorks Community blog?
The Teacher blog?
What blog topics do you want us to cover?
29. Social Media - YouTube
SolidWorks has
a channel
Short how-to
videos
http://www.youtub
e.com/user/solidw
orks
30. Social Media - YouTube
Who here has watched any of the SolidWorks videos on
YouTube?
What improvements or changes would you like to future
videos on the YouTube channel?
What (if any) integration of social media into SolidWorks
would be useful?
31. Give us feedback here at SWW!
Come to the usability lab
In the Hilton Bayfront
Pod in the SolidWorks
booth in the exhibition hall
32. Give us feedback all year long!
In addition to using
the forums and
social media, send
us your log files
33. Questions?
Post to the
Documentation and
Training area of forum
https://forum.solidworks.com/co
mmunity/solidworks/help_and_t
raining
Click here!
Introduce myself and MBSpend the next hour discussing how much information is out there, within SolidWorks, Online, Social Media, etc.Also discussing the coming improvements and how you can help shape our directionInformal – raise your hands at any time
Most of you have probably accessed the Help within SWShow of hands for onlineShow of hands for Social Media
SW PDFTask paneHelp icon flyoutHelp menuFundamentalsOnline SW_fundamentals.htmlRegular SW HelpFrom ? Icon and Help MenuContext sensitive<example>Help.SW.comHide/show TOCWalk through TOCNext/PreviousGuided navigation, synonyms, spelling checkGive feedback linkKnowledge Base searchNew improvement – integration of forums (blogs, etc) in search resultsTurning Web help on/off <list instructions>Glossary – common terms
What’s NewHTML and PDFInteractive What’s NewBy sparkle in menus <File> Edit> Select All> (Example: Edit> Select All) Moving from 2D to 3DSpecifically created to help AutoCAD users move to SolidWorksTutorialsOnly available locally Example files get downloaded with installationHyperlinks for files directly in tutorialsClicking iconic toolbar buttons in the tutorial will highlight within the UIQuick TipsAlternative to tutorials to learn basicsAvailable for core SW and SimulationClicking on quicktips highlights UI elements and shows guidance balloonsQuick Tips are mode-specific.Turn on/offPromptsLarge tooltips when hovering over toolbar buttonsTurn on/off under Customize dialogPrompts on status bar while in a commandSearch from within SWSearches Help, KB, Forum, Commands
Tip if the DayIn the task paneChoose between dynamic help type on first start upQuick Tips, Interactive What’s New or none <get from Jim how to reset>Only prompted first time a user starts SW – next release they are considered an existing user and given What’s New interactive helpAdmin guideWithin regular documentation Release NotesChanges in each SPAvailable from Help menu of specific products and onlineAvailable in TOC, from installer and onlineAPI helpAdd-in HelpBoth local and web for SW provided add-insEach partner add-in determines how to deliver their own helpMost available from help menu as local help
Note to Keri – I tried to make the social media icons look “grayed” like the text.. Up to you if you want to keep it, change it, or just put back the words.In picture color, I reduced the saturation.
SW Product InformationSupport Area provides Support, Downloads, Forums, Online Help, Learning Resources specific to each area
Blogs – different that the blogs MaryBeth is going to discussInternal detailed discussions regarding SW-centric itemsE.g. Part Reviewer, Share Your Score
Resource Center – One of the areas that we have next on our list for improving
Offered as a search option on Help.sw.com
Actively engage existing and potential users to Engage in direct dialog with SolidWorksDistribute information on products, services and eventsProvide learning and education resourcesBetter understand user needs to improve product and serviceWe encourage you to participate in social mediaThe best kind of “user assistance” is understanding your needs See what other SolidWorks users are doingKeep the fun, “connected” feeling from SWW goingWin prizes! iPad, Free SolidWorks World admission, etc.Repost stories from the blog and curated content – stories about engineering and design. They are in the process of making the pages into “mini resource” centers, e.g. the SolidWorks 2012 page, the lets go design thing, a tab for tutorials for students. Will have a tab for get help with an embedded version of the forum. SolidWorks on Twitter – 2 fold – both a distribution system for news and updates (point to the blog and press releases etc. and a triage channel, Running conversation there. Twitter is the only place you can go to take part in a conversation that can include SW emploees, uses, competitors, resellers, partners, and competitor users. Without a bunch of territorial pissing – it’s a neutral platform. The SolidWorks group on LinkedIN – SolidWorks does not actually own it. Matt has administrator right s- but it really is by a user for users. SolidWorks does post thing there, but they do not have a whoel lot of involvement. Tha’ts really muc h more of a professional network. Headhunters do post jobs, and seminars. Try to keep the spam down. That’s a good place for people to go and talk about things more related to the process of having a design career.You see a lot of conversation about products in general, comparing SolidWorks with other tools. “It’s very self-policing” – not a lot of off topic conversation. SolidWorks User group on Google = (do you own that? Someone else?) Youtube – a lot of tutorial videos, mostly by the education group but we see professionals watching them a lot. They’ve been putting a lot of the videos on the youtube channel as a traffic generation device. (You won’t see too many high-level marketing videos) On all three days of the event – generally my 5 pm we’ve posted an edited version of the general session video.
See what other people are up toGet general info etc. Maybe re-focus this slide on “why use Social media”
Before we talk about SolidWorks and Social media, I’d like to learn a little about how you are using social media in your daily lives, - both personal and professional. By a show of hands – Who uses twitter? Facebook? LinkedIn? Do you follow any blogs? Who uses an RSS reader to follow blogs? Is there anyone here who does NOT use youtube in some way??What do you find most valuable about using any of these? Ok. Thanks. So now I have an idea of who uses what. Now I’ll talk a little bit about what SolidWorks is doing in each of these areas.
MB will demo the twitter stream.Twitter is a neutral place – compared to the SolidWorks blog or some other company-sponsored place. That is why it’s easy to have the conversations that span customers, competitors etc.
MB will demo the twitter stream.Twitter is a neutral place – compared to the SolidWorks blog or some other company-sponsored place. That is why it’s easy to have the conversations that span customers, competitors etc.
MB will demo the twitter stream.Twitter is a neutral place – compared to the SolidWorks blog or some other company-sponsored place. That is why it’s easy to have the conversations that span customers, competitors etc.
Mini-resource center: the SolidWorks 2012 page, the lets go design thing, a tab for tutorials for students. Will have a tab for get help with an embedded version of the forum.