Kyle Soucy, of Usable Interface, is presenting this talk, again, a subject near and dear to my heart.
She started about talking about caring. If you don't care about the people, you can't build a usable product. When people interact with a product, they're interacting with you. Everything we do creates an experience for the end user.
Why care about usability? It's survival of the easiest. If you're not creating usable products, your competitors are. Sometimes you don't have the opportunity for a relaunch.
How to do it? User-centered design. Geting users involved in the design.
HOw do you do it? User research, focus groups, log file analysis, surveys, eye tracking, card sorting, usability testing, but not heuristic evaluations. The latter is a usability person's opinion, not a user opinion. This session will focus on user research, card sorting, and usability testing.
User research is NOT market research. Market research is quantitative. You need qualitative. Qualitative research is direct observation. The researcher can ask follow-up questions, probe on behavior. Really want to know why users do particular things. Focus groups just give you opinions, what people say they do often isn't what they really do.
Never use stock photography for personas. Make it real. Find a candid photo. Designers and stakeholders can't relate to stock photos.
The usability testing process starts with defining what you are testing and who you are testing. If people are to buy in to your test finding, they have to buy in to the people you tested. You can't argue with the data if they are real users. Define the tasks you are testing. Recruiting users is next, and the hardest part of usability testing. Then you prepare prototypes and conduct a dry run. If you don't. your first test is a dry run. Finally, you facilitate the test and run the analysis of the data.
Formal usability labs are not needed, and they can be a barrier to testing. You can just use a conference room and have people watch with screen sharing software.
Information architecture is organizing, labeling, and classifying content so it can be easily found. To create an effective IA, you have to understand business objective, content, user objectives, and content of use. IA methods include card sorting, free listing, and mental models.
For card sorting, put all your content on index cards, labeling content, give them all to a user and ask them to categorize them that make sense to them, then label the piles. Do this with enough people, you start to see trends on how people categorize information.
Tuesday, March 15, 2011
HTML5 to the Point
Scott DeLoach is talking at the first of back-to-back session on HTML5 today. (I skipped the early morning session; I didn't se a whole lot relevant, plus I wanted to take the time to get a resume critique from Jack Molisani--and I now have a boatload of work to do on that fromt.)
The HTML5 doctype is simple: <!DOCTYPE html>. It's simplified. Can use two syntaxes. Most people use the HTML and not the XHTML.
HTML5 has a number of unsupported attributes. All have HTML5 alternates. Probably the biggest thing? No framesets. Can use iframes though. So many doc tools use framesets for their HTML output. Can also use float property.
A lot of new tags/elements. Need style definition for old browsers. Set them as display:block in CSS. Then test to make sure it'll work. Might also need to create styles specifically for older browsers.
When yo say you support HTML5, you need to support all the features.
New tags to structure documents, such as header, nav, section, article, aside, and footer. Don't need to use div tags to structure documents anymore. section & article have a lot of overlap. They are similar to each other. Idea of article is something that can stand alone. A section is not really a standalone thing.
If you just save as HTML5, you won't know how tags get used. But if you plan your document structure up front, the tags gain power.
HTML5 has new elements. New audio & video tags. Canvas is another. Idea of canvas is alternative to having a graphic, a way to draw in code. Can have things animate and move around. Might be easier than using Flash. Still kind of a pian writing the code now, until tool come along. You can add captions with the figcaption tag. Forms are improved in HTML5. New things you can do with the input tag.
YOu can now make content editable with the contenteditable attribute. You can make elements draggable with the draggable attribute. You can allow users to spell check form fields with the spellcheck attribute.
innerHTML() is a method that';s now part of HTML5, instead of being proprietary. hasFocus() is an element that will be very useful for creating context-sensitive help.
HTML5 provides a long list of new events, taken from the best of the various browsers and now made standard.
Form elements have been enhanced. A required attribute make a form field required before users submit a form. HTML5 provides validation for different types of data, such as email addresses or URLs.
The HTML5 doctype is simple: <!DOCTYPE html>. It's simplified. Can use two syntaxes. Most people use the HTML and not the XHTML.
HTML5 has a number of unsupported attributes. All have HTML5 alternates. Probably the biggest thing? No framesets. Can use iframes though. So many doc tools use framesets for their HTML output. Can also use float property.
A lot of new tags/elements. Need style definition for old browsers. Set them as display:block in CSS. Then test to make sure it'll work. Might also need to create styles specifically for older browsers.
When yo say you support HTML5, you need to support all the features.
New tags to structure documents, such as header, nav, section, article, aside, and footer. Don't need to use div tags to structure documents anymore. section & article have a lot of overlap. They are similar to each other. Idea of article is something that can stand alone. A section is not really a standalone thing.
If you just save as HTML5, you won't know how tags get used. But if you plan your document structure up front, the tags gain power.
HTML5 has new elements. New audio & video tags. Canvas is another. Idea of canvas is alternative to having a graphic, a way to draw in code. Can have things animate and move around. Might be easier than using Flash. Still kind of a pian writing the code now, until tool come along. You can add captions with the figcaption tag. Forms are improved in HTML5. New things you can do with the input tag.
YOu can now make content editable with the contenteditable attribute. You can make elements draggable with the draggable attribute. You can allow users to spell check form fields with the spellcheck attribute.
innerHTML() is a method that';s now part of HTML5, instead of being proprietary. hasFocus() is an element that will be very useful for creating context-sensitive help.
HTML5 provides a long list of new events, taken from the best of the various browsers and now made standard.
Form elements have been enhanced. A required attribute make a form field required before users submit a form. HTML5 provides validation for different types of data, such as email addresses or URLs.
Monday, March 14, 2011
Techniques for Embedded User Assistance
User assistance in a UI is the first layer a user sees. So understanding the many ways you can embed UA within the application is going to be very useful.
Tony Self started by defining embedded UA as content that resides within the application window.
IN the past, cue cards were a form of embedded UA. But still gotten to from the Help menu. Not really "embedded," but part of a move toward it. "Show Me" help was another form. But again, not really "embedded." What's This? help offered contextual links. ven with that, although on top of the UI, users hade to click to see it. Tooltips helps user use the applications, and definitely embedded.
Closer we get to embedded user assistance, closer it is to programmers being in charge.
Now, we find embedded UA in many places. For example, in descriptive/overview links. By restructuring menus and grouping things together, the Control Panel in Windows is an example between Classic and Standard views. "Super" tooltips, can contain hyperlinks and richer text. Easiest types is static information in the UI. Embedded wizards and embedded help are common these days.
Why do users like embedded UA? It minimizes interruption. It makes information more accessible and relevant. It reinforces perception of help as being part of the application.
Embedded UA improves usability. User don't have to ask the "right question" because the help is at hand. It's nonintrusive. Interestingly, users don't see embedded UA as "help," but as part of the application. It improves usability because users stay in their workflow, which means embedded UA must be task-specific. And it is optimized for what Alan Cooper calls "perpetual intermediates."
Bartriers to embedded UA include that it's hard(er) to implement (it needs software development time and cooperation), it's more work, updates and localization is more difficult, and there's no standard technology or approach.
An interesting thing, Tony's showing embedded content written in XMetal, in an XML file, using DITA. A table has the field name, the field name text, and the tooltip. All of that can be developed by the user assistance developer. Can make updates without needing to recompile the program. Makes it easy to translate as well, because you just have to translate the content in the XML file.
Secrets of embedded UA include keeping content independent of product, simplify integration, make content changes not impact code (and vice versa), and use mapping files and techniques.
Tony Self started by defining embedded UA as content that resides within the application window.
IN the past, cue cards were a form of embedded UA. But still gotten to from the Help menu. Not really "embedded," but part of a move toward it. "Show Me" help was another form. But again, not really "embedded." What's This? help offered contextual links. ven with that, although on top of the UI, users hade to click to see it. Tooltips helps user use the applications, and definitely embedded.
Closer we get to embedded user assistance, closer it is to programmers being in charge.
Now, we find embedded UA in many places. For example, in descriptive/overview links. By restructuring menus and grouping things together, the Control Panel in Windows is an example between Classic and Standard views. "Super" tooltips, can contain hyperlinks and richer text. Easiest types is static information in the UI. Embedded wizards and embedded help are common these days.
Why do users like embedded UA? It minimizes interruption. It makes information more accessible and relevant. It reinforces perception of help as being part of the application.
Embedded UA improves usability. User don't have to ask the "right question" because the help is at hand. It's nonintrusive. Interestingly, users don't see embedded UA as "help," but as part of the application. It improves usability because users stay in their workflow, which means embedded UA must be task-specific. And it is optimized for what Alan Cooper calls "perpetual intermediates."
Bartriers to embedded UA include that it's hard(er) to implement (it needs software development time and cooperation), it's more work, updates and localization is more difficult, and there's no standard technology or approach.
An interesting thing, Tony's showing embedded content written in XMetal, in an XML file, using DITA. A table has the field name, the field name text, and the tooltip. All of that can be developed by the user assistance developer. Can make updates without needing to recompile the program. Makes it easy to translate as well, because you just have to translate the content in the XML file.
Secrets of embedded UA include keeping content independent of product, simplify integration, make content changes not impact code (and vice versa), and use mapping files and techniques.
Using Personas to Improve the Customer Experience
This is a subject that's near and dear to my heart, one that I cannot advocate enough. Here, the topic is being presented by Joan Lasselle, of Lasselle-Ramsay.
What's next in improving customer experience? How do we know what direction to take? A technique to help you make tactical decisions about what's next with your content.
Who is the customer? In today's market, customer never been more diverse and demanding. In 90s, customer experience driven from enterprise out. Now, customer experience with finding information richer & easier on the consumer side. So many people have consumer devices. That experience is driving expectation into the enterprise. How do we go from vague understanding of customer to solid idea of a set of eyes.
Metrics can be helpful, but they are abstract. Often, even technical communicators don't know the customer as well as we'd like to think. We have to understand who users are and how they do their job to make them successful in their job.
Satisfied customers buy more, buy again, tell others. You measure success with customer satisfaction. Satisfied customers will spend time with you, will give you data to make better decisions. Don't need customers in the middle, but raving or angry, to tell you what you are doing right and what you are doing wrong.
What is a persona? A composite. Personas are created from composite, from ethnographic and qualitative research. Interview 6-8 people to build persona. Included a of of behavioral data. Contains behavioral model, what motivates them to do their job, what obstacles they face in their job. Do task analysis, find what it takes to develop competency in a job.
To get 360 degree view, need to go beyond who customers are. What motivates them? What gets them up in the morning? How do they work? What do they do? What problems do they solve? Where and when do they perform tasks?
4 steps: define scope, conduct research, analyze findings, build personas.
To define scope, determine research questions, identify the target audience, determine the research approach, and build the research tools.
Determining research questions often left out. You can't do it all. Need to confer with stakeholders, find what they want to know about their customers. Doing this also gets buy-in from other areas of the organization.
Research approaches include surveys, focus groups, and more, but a useful one is a structured interview. Group questions so they align around research goals, structure the interview. Want open-ended questions, but not too open-ended. Make it more conversational. Write questions so you have a control. Richness comes form probing questions. Reflective listening is a good method to use. And limit it to an hour. Record it with a timestamp to make it easy to review.
Three things in data analysis. Profile characteristics are the rich understanding of the person. User stories tell what they do. Profile components includes demographic description, goals, needs, and anxieties, learning approaches, problem-solving approaches, motivation, personality, technical profile, and responsibilities. User stories include not only what users need to do, but why. Scenarios can be base don user stories, reflect goals and organizes tasks that reflect proficiencies, and are based in reality (a day in the life).
If you're building information that people can't get to, are you really providing a service? That's why you need to know how people work, how they do what they do, what limitations they have.
Create one-page snapshot. Give an easy-to-use name, face, voice. Not the entire report, but what would be used routinely for development. Instead of writing an administrator guide, you're writing for Dave.
Think of help not as a system, but as a service. One idea, how to make search more prominent. What happens when your site knows about your user, knows what products they have purchased, and your search can key on that knowledge. Know something about the user, build up information about the user, and use that to make them more successful. Can be richer base of information.
Use cases contain a detailed description of a process, an interaction between users and information.
Some pitfalls include not targeting the study, not target your audience, not communicating the personas, and not updating periodically. The last is probably the most important. Updating your personas should be part of your regular development process.
You can't connect with customers if you don't know who they are. Personas are powerful tools to define your customer's content requirements. Personas help you answer the "right content, right format, right time" question, should be the starting point, not the ending point, of your content strategy.
What's next in improving customer experience? How do we know what direction to take? A technique to help you make tactical decisions about what's next with your content.
Who is the customer? In today's market, customer never been more diverse and demanding. In 90s, customer experience driven from enterprise out. Now, customer experience with finding information richer & easier on the consumer side. So many people have consumer devices. That experience is driving expectation into the enterprise. How do we go from vague understanding of customer to solid idea of a set of eyes.
Metrics can be helpful, but they are abstract. Often, even technical communicators don't know the customer as well as we'd like to think. We have to understand who users are and how they do their job to make them successful in their job.
Satisfied customers buy more, buy again, tell others. You measure success with customer satisfaction. Satisfied customers will spend time with you, will give you data to make better decisions. Don't need customers in the middle, but raving or angry, to tell you what you are doing right and what you are doing wrong.
What is a persona? A composite. Personas are created from composite, from ethnographic and qualitative research. Interview 6-8 people to build persona. Included a of of behavioral data. Contains behavioral model, what motivates them to do their job, what obstacles they face in their job. Do task analysis, find what it takes to develop competency in a job.
To get 360 degree view, need to go beyond who customers are. What motivates them? What gets them up in the morning? How do they work? What do they do? What problems do they solve? Where and when do they perform tasks?
4 steps: define scope, conduct research, analyze findings, build personas.
To define scope, determine research questions, identify the target audience, determine the research approach, and build the research tools.
Determining research questions often left out. You can't do it all. Need to confer with stakeholders, find what they want to know about their customers. Doing this also gets buy-in from other areas of the organization.
Research approaches include surveys, focus groups, and more, but a useful one is a structured interview. Group questions so they align around research goals, structure the interview. Want open-ended questions, but not too open-ended. Make it more conversational. Write questions so you have a control. Richness comes form probing questions. Reflective listening is a good method to use. And limit it to an hour. Record it with a timestamp to make it easy to review.
Three things in data analysis. Profile characteristics are the rich understanding of the person. User stories tell what they do. Profile components includes demographic description, goals, needs, and anxieties, learning approaches, problem-solving approaches, motivation, personality, technical profile, and responsibilities. User stories include not only what users need to do, but why. Scenarios can be base don user stories, reflect goals and organizes tasks that reflect proficiencies, and are based in reality (a day in the life).
If you're building information that people can't get to, are you really providing a service? That's why you need to know how people work, how they do what they do, what limitations they have.
Create one-page snapshot. Give an easy-to-use name, face, voice. Not the entire report, but what would be used routinely for development. Instead of writing an administrator guide, you're writing for Dave.
Think of help not as a system, but as a service. One idea, how to make search more prominent. What happens when your site knows about your user, knows what products they have purchased, and your search can key on that knowledge. Know something about the user, build up information about the user, and use that to make them more successful. Can be richer base of information.
Use cases contain a detailed description of a process, an interaction between users and information.
Some pitfalls include not targeting the study, not target your audience, not communicating the personas, and not updating periodically. The last is probably the most important. Updating your personas should be part of your regular development process.
You can't connect with customers if you don't know who they are. Personas are powerful tools to define your customer's content requirements. Personas help you answer the "right content, right format, right time" question, should be the starting point, not the ending point, of your content strategy.
Adobe RoboHelp 9: A Fresh Look
Decided to drop in on this session, in part because of a couple of recommendations of friends suggested it would be useful in job hunting. Thing is, I've not worked at a place that used RoboHelp in years and years. So it will be interesting to see what's now.
Kevin Siegel, of IconLogic, is the presenter.
He began by showing how RoboHelp can output an ePub document. Need a TOC, otherwise, the TOC in the ePub will be skipped. Also, need a reader on your computer so you can see how it will look. Indexes are not supported in ePub.
Don't use dynamic effects in source, or comment them out, because they don't work in ePub.
When creating output, especially webhelp, definitely need to test in multiple browsers. Can test browsers from within RoboHelp, but support for Google Chrome seems to be problematic, and some metrics are suggesting Chrome is reaching 20% of web users.
User-centric help systems allow you to conditionalize content and then let users select the subset of content they want to see.
Now he's getting into how to have reviewers comment on PDF files. But in RoboHelp, a feature is to import comments from a PDF file.
If you're using the whole Technical Communication Suite, RoboHelp becomes a "bit player" in the process, which is centralized around FrameMaker.
RoboHelp 9 adds the ability to add external searches.
Kevin Siegel, of IconLogic, is the presenter.
He began by showing how RoboHelp can output an ePub document. Need a TOC, otherwise, the TOC in the ePub will be skipped. Also, need a reader on your computer so you can see how it will look. Indexes are not supported in ePub.
Don't use dynamic effects in source, or comment them out, because they don't work in ePub.
When creating output, especially webhelp, definitely need to test in multiple browsers. Can test browsers from within RoboHelp, but support for Google Chrome seems to be problematic, and some metrics are suggesting Chrome is reaching 20% of web users.
User-centric help systems allow you to conditionalize content and then let users select the subset of content they want to see.
Now he's getting into how to have reviewers comment on PDF files. But in RoboHelp, a feature is to import comments from a PDF file.
If you're using the whole Technical Communication Suite, RoboHelp becomes a "bit player" in the process, which is centralized around FrameMaker.
RoboHelp 9 adds the ability to add external searches.
A Pattern Library for User Assistance
Rob Houser will focus primarily on embedded user assistance and other assistance that's around a product.
Theoretical definition: collection of solutions to common problems in a specific context. Practically, look at trends, use what you observe to find common themes. Patterns is a good way to get ideas, an idea library. Can look around and be inspired.
Why do you need a library? Less being published about user assistance. Few outlets, such as this conference (and a couple of others). Also helps to get interaction designers think about user assistance as part of the design process. We're not building a common body of knowledge that we can share. It's also useful to speed up adoption of best practices.
User interface pattern libraries define common controls or interactions.
Core categories for user assistance (UA) patterns include getting started, making decisions, and solving problems. Other possible categories can be performing tasks, working more productively, and developing expertise. Some of the categories have overlap.
Questions users ask when they are getting started include why and when would I do the task, what can I do here, what do I need to know, what do I do next, what's new. The idea of helping users to get started is to encourage them to explore.
For making decisions, users might ask questions such as what do I need to know to make a decision, what are the rules, what happens if I do this. For example, a bit of content next to a field can describe what to put in there. Examples imply what do do.
For solving problems, users might ask what the problem is, what do I do to fix the problem, what are other people doing to fix the problem.
One question is whether UA libraries should be standalone or integrated into other libraries, such as UI libraries.
Check out uapatterns.com and userassistance.com, future home of UA pattern libraries.
Patterns are a good place to start, but the right combination still depends on your users and application. Patterns shouldn't limit innovation.
Theoretical definition: collection of solutions to common problems in a specific context. Practically, look at trends, use what you observe to find common themes. Patterns is a good way to get ideas, an idea library. Can look around and be inspired.
Why do you need a library? Less being published about user assistance. Few outlets, such as this conference (and a couple of others). Also helps to get interaction designers think about user assistance as part of the design process. We're not building a common body of knowledge that we can share. It's also useful to speed up adoption of best practices.
User interface pattern libraries define common controls or interactions.
Core categories for user assistance (UA) patterns include getting started, making decisions, and solving problems. Other possible categories can be performing tasks, working more productively, and developing expertise. Some of the categories have overlap.
Questions users ask when they are getting started include why and when would I do the task, what can I do here, what do I need to know, what do I do next, what's new. The idea of helping users to get started is to encourage them to explore.
For making decisions, users might ask questions such as what do I need to know to make a decision, what are the rules, what happens if I do this. For example, a bit of content next to a field can describe what to put in there. Examples imply what do do.
For solving problems, users might ask what the problem is, what do I do to fix the problem, what are other people doing to fix the problem.
One question is whether UA libraries should be standalone or integrated into other libraries, such as UI libraries.
Check out uapatterns.com and userassistance.com, future home of UA pattern libraries.
Patterns are a good place to start, but the right combination still depends on your users and application. Patterns shouldn't limit innovation.
A Look into the Mirror
Well, the 2011 conference is officially underway. Joe's speaking now, thanking sponsors and exhibitors and taking care of conference details.
For the first time, computer lab with all sorts of installed software for attendees to experiment with, plus guided lab sessions by vendors.
This is a session of polls, many of the questions submitted in the conference online community. The poll results will be posted to the community later.
Which skills are most important in career? Of the 5 choices, the ability to learn quickly got 45%, followed by writing and interpersonal skills at 21% each. Tool knowledge had 9% and understanding IT had 5%.
Favorite way to learn a new authoring tool? Trial & error overwhelming favorite at 42%, with classroom training at 21% and eLearning at 15%.
Improving skills in what area will best prepare you for the future? Delivering information viz handheld devices was tops at 35%, with eLearing development second at 25%. Social media and usability testing had 13% and 11%.
When asked at a party what you do for a living, you respond? Tops was writer, with 42%, then technical communicator at 33% and "I work with computers" at 14%. Unemployed and user assistance pro tied for last with 6%.
Which help controls do you use? "What the hell are A links and K links?" got 66%. A l;inks got 15% and A and K links got 10%.
What;s the biggest challenge to adopting a new tool or process? Enough time got 45% with resistance from personnel second at 29%. Lack of funds was third at 15% and infrastructure complaints had 11%.
Where do you think AIR Help will be 5 years from now? "What the hell is AIR Help?" got 37% with used in isolated cases a close second with 36%. Not sure was a distant third with 19% and widespread had just 8%.
Have you considered using a wiki for SMEs to review content? Yes, but not doing it had a bit of an edge with 33%, and "no, we don't want the SMEs fooling around with our content" was second with 25% and "No, but that's worth looking into" had 25%. Using one now was 15%, and "Wha the hell is a wiki?" had just 2%.
How do you keep your users up-to-date on software changes? "Other" won going away with 56%. A newsletter/bulletin came in second with 19%, and "we can't keep up" was third with 13%. Blog (7%) and webinars (6%) trailed.
How often do you telecommute? Never had 31% and less than 1 day/week had 30%. 1-2 days a week was at 19%, and full time came in at 12%. Interesting that 40% telecommute a day or more a week.
In the past year, what has been your primary method of non-sales contact with users? No contact came in first with 30%, and other had 25%. Email was third with 23% and in-person had 13%. Tony noted that a lot of the "no contact" comes from outsourcing, when we get contracts, we don't know who our users will be.
What type of smartphone do you have? No smartphone came in first at 40%. iPhone was next with 23% and Android trailed a bit with 16%. BlackBerry had 13%, Other had 6%, Windows Phone came it with 3% and Nokia had 0%.
For the first time, computer lab with all sorts of installed software for attendees to experiment with, plus guided lab sessions by vendors.
This is a session of polls, many of the questions submitted in the conference online community. The poll results will be posted to the community later.
Which skills are most important in career? Of the 5 choices, the ability to learn quickly got 45%, followed by writing and interpersonal skills at 21% each. Tool knowledge had 9% and understanding IT had 5%.
Favorite way to learn a new authoring tool? Trial & error overwhelming favorite at 42%, with classroom training at 21% and eLearning at 15%.
Improving skills in what area will best prepare you for the future? Delivering information viz handheld devices was tops at 35%, with eLearing development second at 25%. Social media and usability testing had 13% and 11%.
When asked at a party what you do for a living, you respond? Tops was writer, with 42%, then technical communicator at 33% and "I work with computers" at 14%. Unemployed and user assistance pro tied for last with 6%.
Which help controls do you use? "What the hell are A links and K links?" got 66%. A l;inks got 15% and A and K links got 10%.
What;s the biggest challenge to adopting a new tool or process? Enough time got 45% with resistance from personnel second at 29%. Lack of funds was third at 15% and infrastructure complaints had 11%.
Where do you think AIR Help will be 5 years from now? "What the hell is AIR Help?" got 37% with used in isolated cases a close second with 36%. Not sure was a distant third with 19% and widespread had just 8%.
Have you considered using a wiki for SMEs to review content? Yes, but not doing it had a bit of an edge with 33%, and "no, we don't want the SMEs fooling around with our content" was second with 25% and "No, but that's worth looking into" had 25%. Using one now was 15%, and "Wha the hell is a wiki?" had just 2%.
How do you keep your users up-to-date on software changes? "Other" won going away with 56%. A newsletter/bulletin came in second with 19%, and "we can't keep up" was third with 13%. Blog (7%) and webinars (6%) trailed.
How often do you telecommute? Never had 31% and less than 1 day/week had 30%. 1-2 days a week was at 19%, and full time came in at 12%. Interesting that 40% telecommute a day or more a week.
In the past year, what has been your primary method of non-sales contact with users? No contact came in first with 30%, and other had 25%. Email was third with 23% and in-person had 13%. Tony noted that a lot of the "no contact" comes from outsourcing, when we get contracts, we don't know who our users will be.
What type of smartphone do you have? No smartphone came in first at 40%. iPhone was next with 23% and Android trailed a bit with 16%. BlackBerry had 13%, Other had 6%, Windows Phone came it with 3% and Nokia had 0%.
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