I saw a story last week about how Google has produced a series of onboarding videos for people to use its AdSense programme.

Seems to make sense; create a playlist which covers the use of the platform and system, how to get the data out and interpret it. They’re posted on YouTube and each has achieved a few thousand views. The comments below them highlight a problem though. Under the first few videos there are complaints, challenges and queries. They’re not responded to or even acknowledged.

If you’re developing support, make sure each strand is connected – a video series on its own might seem a useful resource but if people have no way to connect the content to the people providing it, its value is diminished.