Multimedia: A New Dimension in Proactive Support

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Multimedia A New Dimension in Proactive Support

• Jennifer MacIntosh
• Knowledge Management

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Agenda
Cognos Customer Support Knowledge
Management How we started Where we are
today Where were going What weve
learned Points to remember
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About Cognos

• World leader in business intelligence (BI) and
  performance planning software for the enterprise.
• Our solutions improve and direct corporate
  performance by enabling all of the key steps in
  the management cyclefrom planning and budgeting,
  to measuring and monitoring performance, to
  reporting and analysis.
• Cognos is the only company to support all of
  these key management activities with a complete
  solution that spans all of the essential
  components of CPMenterprise planning,
  scorecarding, and business intelligence.
• Founded in 1969, Cognos employs over 3,300 people
  and serves more than 23,000 customers in over 135
  countries.

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Customer Support

• Enterprise Web-based Deployments
• Cognos 3rd Party Software
• Over 260 staff worldwide
• 8 Global Support Centres
• 135K Cases Annually
• 40 of Cognos Revenue (FY04 275M)
• 8 Time Award Winning Website
• NA Europe SCP Certified 3 Years

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Knowledge Management

• KM Methodology
• KCS Knowledge Centered Support
• Data Analysis
• Knowledge Base
• Text Multimedia
• Supportlink Magazine
• Text Multimedia based tips and techniques
• Marketing features
• Global Support Education Services
• Course Delivery
• Scheduling Logistics
• Curriculum Planning
• Course Development

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Why Multimedia?

• Picture worth a thousand words
• Sometimes easier to show how to do something
  then explain in text
• Take advantage of Web
• Increase case deflection
• Reduce the number of common questions
• Faster knowledge capture and creation
• Internal External uses
• Global

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How we use multimedia
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How we started

• Creation of multimedia knowledge base
• New product Cognos ReportNet
• Limited knowledge assets available
• Dedicated resource with advanced technical skills
• Concentrated on main product features
• Recorded 50 techniques using Camtasia by
  TechSmith
• Third party vendor provided
• Post production editing
• Voice narration
• Flash conversion
• Streaming server

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One year laterMultimedia Knowledge Base

• Customers browse standardized taxonomy of Flash
  movies
• Organized by Product Version
• Topic areas
• Install configure
• Design
• Features functionality
• Troubleshooting
• Search multimedia along with other resources
• Link available from left-hand navigation of site
• New content added regularly
• 25 new movies added in January

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One year laterMultimedia Knowledge Base

• Rotating position for multimedia creation
• Great short term project
• Opportunity to develop new skills
• Project Leader
• MM Editor
• Planning session progress meetings with virtual
  team
• Post production video editing expert
• 1 day on average per movie
• Setup, record, narrate, edit, convert post
• Camtasia gotcha training course created and
  delivered by staff to future participants of
  virtual team

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Multimedia Knowledge Base Statistics

• 1,300 views/month
• 3,000 users
• 2005 92 top box satisfaction
• Customer Feedback
• Excellent! Will look forward to more topics
  covered.
• It's first of it's kind!!..
• What a wonderful idea!!
• This was awesome

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Supportlink Online Learning Management

• Supportlink magazine onboard
• 50 of all Technical articles in Supportlink
  Magazine have supporting multimedia.
• Marketing features technical tips
• Online Learning Management System
• By Product of original project
• Open Source Moodle
• Short MM movies make great training
• Filling internal knowledge gaps
• Tools, Process Products
• Global adoption

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Currently

• Voice narration completed by creator
• Staff taking their own initiative to create
• Everyone wants to try it!
• Promotion continues
• Clearly displayed on web site
• New messaging in Global Support Guide
• Marketing on main pages of support.cognos.com

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What weve learned

• It takes time to develop the process
• Entire flow
• MM editing skills
• Configuring software for techniques too time
  consuming
• Buy licenses for screen capture technology
• Write a script
• Some techniques dont make very good multimedia
• Elocution is important
• Share statistics customer feedback with staff
• Make it easy to get started

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Next Phase

• Fill knowledge gaps
• Topics generated from analysts for topics they
  get asked all the time.
• Analyze your data
• Case Search
• Install configure very time consuming
• Dedicated multimedia analysts (2)
• Analyze Data
• Top searches
• Most often used KB (text) documents
• Each creating 100 MMKB documents/year
• Estimate 12k cases deflected/year
• 80 of Supportlink articles to have supporting
  multimedia

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Proactive Support

• Quickly and easily make training available to
  staff
• Content from Development Product Management
• Addresses global requirement
• Just-in-time training
• Cost effective
• Left hand navigation
• Promotes browsing
• Customers planning installation can see how
  its done
• See new product features
• Results returned in search
• Supportlink Magazine articles see how its
  done.

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Points to Remember

• KISS
• Ensure effective delivery method
• Keep the content fresh
• Not Hollywood production
• Invest in quality lab setup
• microphone and sound proofing
• Inexpensive
• Continue promotion

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