Using YouTube Videos to Enhance “Traditional” Documentation

Fer O'Neil and Ben Johnson


Rich media, including video, infographics, screencasts, screen recordings, and flash animation, is an effective tool to supplement and enhance online support documentation. Users are increasingly using sites such as YouTube to share video-tutorials for tasks such as replacing a print cartridge in a printer to basic software tutorials.

If your organization is considering using video tutorials, this session will provide real-world examples and ideas from two different companies that are using video tutorials with success.

This presentation will discuss what content to produce, how to best deliver it, and why it is more effective for increasing customer satisfaction for some users than text-only support documentation. Additionally, technical communicators can incorporate rich media into their social media strategy to leverage content across several channels, thereby reaching the most users possible.