Optimizing the Video Pipeline and Creation for Rapid Modular Delivery

At Dell, short video demos to improve customer self-service replacing parts, such as disk drives in laptops, have become a major priority across the business.
The Information Design and Development organization has transformed its Visual Design service, previously providing individual videos and images on request, into a rapid-delivery shop managing the development of hundreds of short videos as a standard deliverable for new releases and for addressing post-release problems.


Some of the key elements we will demonstrate include:

  • Rapid intake system for scalable quarterly planning
  • Clear criteria for video-worthy procedures, such as a “NUDD” (new, unusual, difficult, different) part
  • Accountability and visibility into the development pipeline for all stakeholders (for example, leadership asking, “When will those videos be ready?”)
  • Modular “shot list” planning and video “chunking” to optimize on-site shooting time — helping with the most challenging part of the workflow, arranging equipment availability
  • Empowering writers to turn procedure docs into solid video scripts
  • Working across the business with Support, authors of KB articles, taxonomists, other users of the video content to ensure a smooth customer experience and findability

What can the audience expect to learn?

Learn adoptable and adaptable key elements for any business wanting to add or improve video delivery as a standard doc deliverable.

Hilde and Simon demonstrate the value of the technical documentation organization to the business as a whole, in addressing major initiatives, reducing costs, and improving customer satisfaction.

They share an end to end process that brings “all hands on deck” to engage tech writers, doc managers, video professionals, product teams, support channels, and tools teams to empower customers and reduce support costs.

Meet the presenters

Hilde Weisert is a content strategist at Dell Technologies. As a writer, trainer, and program manager, she’s led innovative programs to improve customer and writer experience at AT&T, Nortel, Cisco, EMC, and now Dell Technologies.  She’s developed e-learning for organizations like the Joint Terrorism Task Force, the Office of Homeland Security, and the New Jersey State Police.

Hilde is a published poet and essayist, co-founder of the Society for Veterinary Medicine and Literature, and President of the Sandisfield Arts Center, a small community arts center in western Massachusetts.  She lives in Chapel Hill, NC and Sandisfield, Massachusetts.

 


My primary initiative is to use my training development and video production expertise to find places where deviating from standard documentation would benefit end users and customers. Exploring new content delivery methods such as Infographics, Micro-videos, Augemented Reality, Virtual Reality and beyond.

 

 

⇐Return to Agenda