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Screencasts are a great way to explain your product and reduce support requests. Here's how to get started making them.
If anyone would like to discuss this article further, I'm happy to answer any questions here.
How do you deal with re-usability and keeping the videos up to date? That was always the biggest pain for us, and the reason why we left videos/screencasts for our knowledge base.
Sorry for the late reply.
It's a difficult one. But here are three ways that we deal with it.
#1: Most importantly, we allow a threshold of out-of-date-ness on any given video. There will always be something out of date, but the most important thing is that the key message is still relevant. For example, if the UI that features in a video changes, but that doesn't really effect that actual message of a video, we won't be too concerned about the video staying live. To put this into perspective, consider that Intercom has undergone massive change in the last 18 months, and I've produced around 50- 60 videos during that time. However I've only retired about 7 or 8 due to them being out of date. (Others sometimes require minor updates. See point #3).
#2 We keep a library of assets that we re-use repeatedly across our videos. You'll notice that if you're producing videos that have similar messages, or are to do with similar parts of your product you'll see opportunities for reusability all the time.
#3: When we do decide to update an out-of-date video, we find that rerecording the voice over is usually unnecessary and actually it's just a couple of shots that need to be updated, so the work involved is just a fraction of the initial effort.
I hope this helps. Please let me know if you've any more questions.
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