As more companies use web-based apps to power their sales and marketing campaigns, we have become acutely aware of the need for good user training.
This winter we have rolled out installations of Solve360 (a CRM), SugarSync, Expensify, QuickBooks and various Google products.
The canned help for these services is generally good, but usually not enough to fully engage everyone. Personalized handholding and troubleshooting goes a long way towards full user adoption — which is the key to a project’s success.
If we’re not on-site, these are the four tools we use most often to help coach individual users along the learning curve.
This is a free add-on app for the Google Chrome browser, which allows someone to give total control of their computer to another person in a remote location.
This is most useful for a “tech support” situation, e.g. if someone is having trouble understanding where to click in a new app, or has gotten lost in a web-based app.
Making a connection is pretty simple. The user opens Chrome, goes to the Remote Desktop page, and initiates a sharing session. Chrome provides a unique twelve-digit code, and they repeat it to me over the phone. I punch that code into Chrome on my computer, and the connection is made through Google’s servers. I can now “see” the user’s desktop in my version of Chrome, control their mouse, and make keyboard entries.
The above startup sequence takes about ten seconds. Screen lag is very minimal. Security is good: the code expires after a few minutes, and an inactivity timeout closes a connection automatically.
Webinar tools like GotoMeeting and WebEx have a similar function to “give desktop control” to a remote person, but Remote Desktop is vastly easier for ad-hoc use.
On the other hand, I may want to show my screen to someone else.
Skype allows 1:1 screen-sharing, and doing so is pretty convenient if you’ve already established a Skype voice connection with the remote party. Also, the Skype IM window permits you to share chunks of text like URL’s or a set of bullet points. However, if Skype gives you a dodgy connection, the display lag can be significant.
MeetingBurner, at this writing, is the freshest entrant in the webinar world. I use this app when broadcasting my onscreen actions to more than one person, or to a non-Skype user. Startup of MeetingBurner consumes about a minute of the broadcaster’s time.
MeetingBurner has a free tier of service, and a paid tier that enables the recording of webinars.
The latest beta of the Skype program for Windows allows 1:many screen-sharing. Yet the more attendees you have, the more likely it is that someone doesn’t have Skype. Better to use MeetingBurner.
So far, we’ve covered how to train people remotely in real-time. To convey basic usage of a web app to a group of users, we use Screenr to build canned tutorials.
Screenr records a portion of my screen, plus a voiceover. The resulting video is available for viewing online by the user, and even plays well on iPhone/iPad. Private sceencasts (which might show proprietary information) are possbile with Screenr’s paid tier of service.
We find Screenr most useful for demos that introduce a new app, or brief “skills” videos that coach someone through a particular feature.
Since these screencasts are recorded live and can’t be edited, they should be brief and introduced as informal tools.