Category Archives: Misc. Articles

An Overview of the Scene Editor

At the heart of our new Custom Tutorial Center is the Scene Editor. You don’t have to use the Scene Editor at all; if you simply want to provide us a basic outline of your tutorials, we can work with that. But, if you’d like to lower the final cost of your tutorials, you can use the Scene Editor to provide detailed instructions and even screenshots which we can copy and paste into your tutorials. (Remember: The more information you can provide us, the lower your costs will be.)

This article is just an overview of the main features of the Scene Editor, and not meant to be a thorough guide. Any unanswered questions? Let us know in a ticket!

Once you’ve created a new tutorial in the Custom Tutorial Center, you’ll see a blue button next to the tutorial leading to the Scene Editor.

The first time you access the Custom Tutorial Center, you will be presented with a Sample Job and Tutorial. We felt this would be the quickest way to show you what can be done in the Scene Editor; when you no longer need the sample job/tutorial, feel free to delete them.

Tutorials are split up into scenes, which typically show how to do one specific thing in your tutorial (such as entering a username). You have two options for creating new scenes in the Scene Editor:

1) Upload all the screenshots at once using the black Autocreate Scenes from Screenshots button. (Obviously this assumes that you will be providing us the screenshots, rather than having us capture them for you.) One new scene will be created for every screenshot you upload.

2) Create scenes one at a time using the large New Scene button in the timeline, and optionally upload the screenshots as attachments (as described below).

Once you have some scenes in your timeline, double-click on a scene’s thumbnail to edit that scene. For every scene, you can add a New Note or New Comment using the green buttons. Notes are instructions meant to actually show up in your scene, whereas Comments are your instructions to DemoWolf and will not be displayed in the scene. Once you’ve added multiple notes or comments to your scene, arrows will appear allowing you to rearrange them. You’ll also notice an X at the top right corner of the notes/comments, which is what you’d use to delete them.

Other noteworthy buttons that appear in the scene editor when editing a scene include:

  • Upload Attachments, which allows you to upload several files at once… files you’ll want us to use when creating your tutorial. Acceptable formats are listed in the attachment uploader, but in general include any common image format as well as MP3 audio files.
  • Set Background Image: For choosing a background image or screenshot for the scene from the attachments you’ve already uploaded.
  • Delete Scene: Self-explanatory, and permanent.

You can also give each scene a title using the field at the top of the scene editor, but this is not required and is really just for your benefit.

To move a scene around in the timeline, click its thumbnail and drag it where you want it to be. You can also move a scene to the trash by selecting the scene in the timeline then pressing the Delete key (or one of the delete buttons at the top of the screen). Also, you might want to check out the Helpful Tips link at the top of the Scene Editor for a few tips to make reordering and deleting scenes go faster.

When finished with a tutorial, you should click the blue Mark as Ready button at the top of the Scene Editor. This will help you keep track of which tutorials are ready for us and which you still need to enter into the system.

Getting Started with the Custom Tutorial Center

Available to all registered DemoWolf clients to try out in our Client Area, the Custom Tutorial Center was designed to streamline the process of having custom tutorials produced by DemoWolf.  To access the Custom Tutorial Center, you will first need to be registered in our Client Area and logged in. You can register via this link.

Once logged in, the Custom Tutorial Center is accessible here.

Custom Tutorials are split up into  jobs. Each job can have any number of tutorials. All the custom jobs and tutorials you have us produce from now on will be listed in the Custom Tutorial Center. Which features of the Custom Tutorial Center you’ll use depends upon whether you want to provide us a basic outline of your tutorials, or want to be more involved and provide detailed instructions and even screenshots which we can copy and paste into your tutorials. (This will also affect your costs: The more information you can provide us, the lower your costs will be.)

At any time, you can create a new Job or Tutorial by clicking the Create a new Custom Tutorial button. Fill out the form with the tutorial’s title and description, and choose whether to assign the tutorial to an existing job or create a new one. Each custom job also has a title and a description, which you can edit using its Edit button. You can also set which if your Logos to use for the custom job, if any.

The first time you access the Custom Tutorial Center, you will be presented with a Sample Job and Tutorial. We felt this would be the quickest way to show you what can be done in the Scene Editor; when you no longer need the sample job/tutorial, feel free to delete them. If you’d like instructions in addition to the sample, check out the article titled An Overview of the Scene Editor.

When you’ve finished providing all the information and files you want to give us, let us know your custom job is ready to be produced by clicking the Lock & Submit for Quote button. We will then provide you with a quote for the job, and a link to pay a small deposit should you decide to proceed with the job. We will also provide you with a delivery estimate.

We will update the status of the tutorials as we produce them, so you can always have a good idea where we are in the production process. Once we’ve completed the first draft of a tutorial, you will notice a Preview button appear next to the tutorial. This will enable you to see the tutorial draft so you can give us your feedback.

Once a custom job is all finished and you’ve paid for it, you will see a Download link appear next to its title.

If you have any questions, feel free to ask. We hope the new Custom Tutorial Center and integrated Scene Editor will greatly increase our custom  production efficiencies, as well as provide you with the most cost-effective way to get custom tutorials on your website!

Why do more people use Live Chat than the Telephone?

We’ve been offering Live Chat now for several years, using www.providesupport.com. Even though we have a support ticketing system, Flash tutorials and a telephone number, it seems most people prefer to use Live Chat (with us anyways).

And in general when I’m browsing the net, where “Live Chat” used to be a nice feature of online shops, it now seems to have become the norm. Everyone is offering Live Chat now.

I can understand people wanting instant answers… I’m one of them. But then why are people more inclined to click a Live Chat button than dial a company’s 800 number? Wouldn’t it be just as quick to talk to a support person on the phone rather than type your issue into their chat window?

I’m a strong advocate in providing as many forms of support, through as many channels as possible, to make sure clients get the help they need when they want it, and how they want it. That’s why we offer support through tickets, telephone, live chat, a knowledgebase, and of course online flash-based or video tutorials. I think providing good, timely and quality support to clients is an essential part of growing your business. I’m just intrigued by the growth of Live Chat, and how more and more companies are offering it… especially (but certainly not exclusively) in the web hosting industry.

If the reason for this is that people want instant answers rather than having to wait for a response to their ticket or email, then why does Live Chat seem to be more popular than picking up the telephone and calling? Both would be considered “instant” forms of support (provided the support tech on the other end has the answers the client needs), but I’d say Live Chat wins out over telephone support by a good 2-1 ratio. Why? Is it simply that our client base is more comfortable “talking by typing”? Is Live Chat “perceived” to be more instant than a phone? Or are clients perhaps expecting their answers digitally, thus making it easier to receive them through Live Chat (i.e. maybe they’re expecting a link directing them to a web page that solves their problem)?

Personally I like using Live Chat. As a provider of support, Live Chat makes it easy to carry on multiple conversations at once, whereas that’s near impossible on the phone… even with multiple lines. Live Chat also provides an easy way to document a call or answer. That is, it’s easy to save a Live Chat transcript for referring to later… not so easy to save a voice conversation.

The biggest advantage to Live Chat as I see it, is the ability to share links. With a library of Flash Tutorials available to solve most common support issues, when a client initiates a Live Chat and his/her question can be answered with one of our tutorials, it’s dead easy to copy/paste a link to that tutorial into the Live Chat window, and in most cases, the chat ends there… the clients goes off to watch the video and their question is answered. It’s a great way to not only offer instant help to your customers, but to also promote the use of readily available online tutorials.

What can be more difficult through Live Chat though, is expressing myself and explaining things in greater detail. Those are times when a phone call might be an easier and quicker way to get my point across.

For those interested in offering support through online Flash tutorials, check out the 5,000+ tutorials available on our site… all available to be branded with your company logo… so you can put them on your website to help support your customers.

For those interested in offering a Live Chat solution, check these out:
www.providesupport.com
www.livezilla.net
www.live2support.com