Video as a Knowledge Sharing Medium

I got my first Apple laptop this year and was quickly in a situation where I did not know exactly how to do everything I wanted to do. Working at a company that uses a HTTP proxy, I immediately needed to know how to enable and disable a proxy. Did I call Apple for help? No, like you, I simply went to Google and searched for “how to set the proxy on a mac” (link). As I skimmed the results, I found a YouTube video on exactly this topic. I was able to play the video, pause and rewind it as needed, until I got my proxies set correctly. Ah, the wonders of the modern age!

If you are like most technology users, this is a reflexive move: search the web, find a video, and problem solved. This isn’t just true for computers either: I needed to replace the trimmer line on my trimmer at home but wasn’t sure of how much line to use or the best way to add it. A quick search and I was back to wiping out unwanted weeds.

At Avaya Client Services, we know that when faced with a problem on an Avaya solution, our partners and customers will turn to the web. Like most technology companies, Avaya maintains an extensive written knowledge base at http://support.avaya.com which has only gotten better with the re-launch of the site this spring. While black and white text can be helpful (after all, you are finding this blog helpful, right? Right?), raising the bar with video can really help get the knowledge across. Who better than Avaya to be the first in our industry to expand our knowledge base with video? After all, we are an industry leader in video solutions.

With great pride, I want to introduce you to the Avaya Mentor program. This programs tasks Avaya subject-matter-experts with publishing short videos on various services-related topics across all the Avaya product portfolios. These videos are primarily focused on aiding the installation, configuration, and/or troubleshooting of Avaya solutions. By making these videos available to you, we expect you will be able to resolve your problems quickly, perhaps even faster than the time it takes to open an Avaya ticket.

Since we started publishing videos in January, we have seen the consumption of these videos grow. We have now published nearly 400 videos and have received more than 56,000 views spanning 155 countries. We average 40 views per video per month, whereas our text-based KB articles average three views per month. Clearly, video is a powerful medium for our associates, partners, and customers. It is worth pointing out that after trialing a number of software packages, we’ve had great success with Camtasia Studio. Really great software for this purpose.

This shouldn’t be all that surprising as we’ve all experienced how much more informative a video conference can provide when compared to a standard audio call. With Avaya’s acquisition of Radvision, my geographically-dispersed staff and I have been enjoying using the Scopia Desktop client for our meetings. Video provides richer context, conveying more information in the same time.

Want to learn more about the Avaya Mentor program? View the overview of Avaya Mentor embedded below, then logon to http://support.avaya.com and browse for videos. If you don’t have your login handy, you can also see all our videos on YouTube. If you want to be notified when new videos are published, you can subscribe to our YouTube channel, or follow us on Twitter at @AvayaMentor.