Via the Coursera platform, the University of Illinois at Urbana-Champaign has recently delivered the MOOC ‘Applications of Everyday Leadership‘. Through 4 blog posts, you will find notes I took when attending to this 4 weeks online course.
Here is a summary for week 1: ‘Negotiation‘.
Continue reading MOOC Applications of Everyday Leadership – Negotiation
More and more professionals use collaborative digital solutions to perform their daily work: intranet, wikis, blogs, shared documents, internal social media.
A high number of ‘active’ users (readers and contributors) combined with an important volume of data require reliable, maintainable and scalable system. When it comes to upgrade it with major changes, how to keep providing a satisfying User Experience to all end-users?
Continue reading Collaborative solutions: How to perform major changes and provide efficient communication to users
As I am responsible for providing support about web applications, WordPress blogs and Confluence wikis, I used to deal with several channels to interact with end users.
Here is a presentation of these channels, with their benefits and their drawbacks.
Continue reading Use various channels to provide efficient and personalized support to customers
1) Write short, very short content
Even the shortest as possible, provided that it still delivers exact information. Indeed, users browse documentation when they look for solution or help. So, they are in a hurry to find it, and conversely they do not have time for reading, especially not for fun.
2) Provide screenshots, infographics, diagrams
or even mockups. There are plenty of studies showing that images retain attention and are far better memorized than plain text.
3) Make all its content searchable and provide a searchbar
Users barely read chapters or sections titles, but they first want to search for specific terms. So, make their search more convenient with a search function flexible and powerful enough to work with a large kind of queries.
4) Get some statistics
about which are the most read topics (of your documentation). Then, highlight them with a direct link on the homepage or other means of featuring. Users will thank you to make them earning time.
5) Invite users to send you feedback, question or comment
This is the most important, and you can do it by this simple way: on all pages, display a one-click button (or image, or link) that opens a form, where users enter address email and feedback. Only these two fields, this is quick and easy.
This week: front-end programming, online courses and reading, everything I enjoy! I hope you too, and you can send me your request for any help or question about digital stuff.
ECMAScript 6 – 10 Awesome New Features – Have a look in particular to the very useful for … of statement!
When it comes to bring successful help to users about any issue on a software or website, listening attentively, trying to be in her/his shoes and providing clear and simple feedback are the basics.
How to do this in a concrete way? Here are some tips:
Continue reading Support to users for digital tools: how to bring satisfying guidance?
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