This article was previously published in the Dec 2006 issue of TechniScribe, the Orange County STC Newsletter.

While text is still best for presenting many types of reference and procedural information, video can be very effective when illustrating product features, clarifying system configurations, and supplementing complex written procedures. The trick is to merge the two so they complement each other and deliver a dynamic documentation package as either an online or CD-based “Web seminar.”

Although the multimedia concept has been around for some time, creating a seminar like this traditionally requires a good-sized team of writers, videographers, graphic artists, subject matter experts (SME), and a manager, to keep the team working smoothly. If you already have a large staff or access to graphic professionals, congratulations!

Our staffing situation is totally the opposite. We have to make do with a single writer and a few SMEs. The plus of this situation is that it allows us to deliver the final product faster and less expensively—both important considerations for our cost-conscious management.
We take advantage of our low-cost (but high-quality) video camera and simplified video-editing software to deliver additional “visual documentation” to our service support team and customers. For us the trick is to look “clean” and professional while not getting caught producing a Hollywood extravaganza that would demand tons of staff time and weeks of extra work with little extra benefit. Instead of “fancy,” we make sure our content and delivery is effective both from communications and cost perspectives.

Our final output (on the Web or CD) includes a combination of video, Adobe PDF, and HTML files. Our world-wide service team members all have laptops, so if they can’t access the Internet from their work facilities, they can use the CD.

The first step in creating a project efficiently is to understand and plan well. No secret there. We ask what our purpose is:
  Fix a problem
  Document a new process or tool
  Highlight some feature of the product or its servicing

More-specific concerns are:
  What will the project look like?
Is it important to include a video?
Will a single video be enough?
Will the video show live-action (with a person or the system)?
Will we use a screen capture program to demonstrate how the software behaves? 
Are written procedures and reference drawings included?

Usually, we decide on some sort of video and add some text-based procedures in PDF or online help. By adding video, we’ve improved the comprehension of the written procedures so that the service staff can use the text portion for reference and detailed information.

In my case, my “actors” are my more knowledgeable engineers or first-tier support engineers. (Oddly enough, some of the normally quiet ones do quite well when you turn the camera on them.) We meet and roughly plan what the content will be and then how we will break it up into manageable chunks.

I try to stick to 4 to 6 minutes maximum for each video. (Although it doesn’t always work, that’s the goal.) Any longer and most viewers start getting antsy and click away.

Long discussions are often divided into shorter “chapters.” This also forces us to develop our content more efficiently and not include more than we need to. It’s a good bargaining chip with the SMEs, who too often want to explain every nuance of a system while on video. (I offer to let them speak in depth on other video segments—keeping my main one short.)

In past articles in TechniScribe, I’ve talked about scripting and video production. So I’ll skip that for now.

In most cases, we use live-action video. Our SMEs usually have a good idea of what they want to say and I just videotape them while they’re performing the procedure they’re discussing.

This is all “live” and often handheld—I try to use a tripod when I can, but often I just try to be very steady as I move along with the expert. I also later shoot some secondary close-up footage (“B” roll, if you want to know the jargon) so I can edit it into the main footage during cuts, narration flubs, or when I don’t follow with the camera well enough.

I’ve gotten good at doing the video with one or two “takes.” The better experts don’t need to memorize their lines if they just speak to the subject matter. Realize that a couple of minor flubs will not hurt you. I suspect they become more “human” to our audience—and our service team members like to see what the engineer back in Irvine looks like. While sometimes they drone on, I can use my video editing tools to crop or cut during the final edit. (This is where the “B” roll footage becomes important, to cover abrupt changes.)

So once we have the video shot and “in the can” (I love that Hollywood talk), I’ll edit the video. Yes, you can use the higher priced video-editing software packages if you’re familiar with them. If you don’t, I recommend you stick with something simpler (and easier to learn) unless your company will pay for training (or you have a coworker who can help).

I was a former user of Adobe’s Premiere Pro, but our department budget allowed for Premiere Elements which I’ve been pretty happy with it. I export the final edited video to a high quality .WMV (Windows Media Video) format, which is easily displayed by our Windows-based laptops.

I also use Techsmith’s Camtasia to record the installation, configuration, and use of software. It’s a wonderfully simple program that captures every on-screen move, and you can narrate while recording, or dub in narration later. This is wonderful for getting programmers involved. (Also, you can edit it to shorten pauses or correct errors.)  Adobe’s Captivate is a similar program.

Let’s skip ahead to where you have collected the finished videos, PDFs of a procedure or two, and maybe some drawings for reference. Rather than just release a disk with a couple of files on it, I want to offer a more sophisticated media piece. It’s not really too difficult. I use a web-page program (such as FrontPage) to create a very simple HTML “home page” and have it automatically start when the disk is inserted into the user’s drive.

On that first page, I have a menu of links to the videos or other selections. I’ll add some photos as clickable links and select fonts that are resident on their computers. (Clickable icons can be created in Photoshop.) I make it look artistically pleasing (mimicking other pages I have in my idea file), and I’m done.
On some feature-packed Web seminars, I’ve included several layers of Web pages that offer something more like a full Web site. I’ll add technical bulletins, original manufacturer manuals, and troubleshooting aids. I also offer links to external sites and contact e-mails to encourage the user to keep coming back to this CD as a resource.

If I had more space, I would continue about field testing your work, developing a collection of Web site seminar examples to provide ideas for the graphically challenged (like me), dealing with tough SMEs (and tougher managers) who want a larger (and costlier) seminar, and how to sneak in your first multimedia project when no one wants to give you the opportunity. But that gives me reasons to write more articles.

To sum up, we’ve developed a solid formula that delivers quality video-based seminars both fast and inexpensively. We get rave reviews from our service staff and customers for their clarity and ease of use. Our major customers love it because they can see the quality of the training and that it’s uniformly delivered. My management likes it because we’re delivering effective service instruction without hurting our financial bottom line. And if they’re happy, I’m happy (and gainfully employed).