Posted on Sep 5, 2017 10:34:00 AM by Greg DeVore
I have what we like to call our $40,000 fridge problem. Whoever designed our kitchen (long before we purchased our current house) put the oven so close to the wall that you can only fit a small fridge next to it. The oven is situated such that in order to get a larger fridge we would have to redo the entire kitchen.
Posted on Aug 29, 2017 12:20:35 PM by Greg DeVore
We are happy to announce that starting on Thursday, August 31, 2017 you will now be able to set article viewing permissions on a per article basis.
Posted on Nov 2, 2016 7:17:00 AM by Greg DeVore
If you are building a knowledge base for customer support or for internal training, then it is important to keep in mind what you want the article to accomplish.
In a perfect world you could write one article and use it for training, onboarding and support. And this is the approach that many people take. But it is a big mistake.
When someone needs to be trained, their needs are very different from when she need to be reminded.
The person who is being trained needs to understand concepts, definitions and workflows. The person who just needs a quick reminder only needs a quick step-by-step guide.
Posted on Oct 28, 2016 4:17:45 PM by Greg DeVore
Oh, the all powerful PowerPoint Deck. PowerPoint is a part of almost every training event you will deliver or participate in. Whether it be live, a webinar or an e-learning module PowerPoint will probably be involved in some part of the process.
Posted on Oct 5, 2016 9:59:48 AM by Greg DeVore
About a year ago, we started grappling with the problem of long articles. Sometimes, a short article just wouldn't cut it--you need a lengthy onboarding guide or a long procedure that has a lot of content. The question became, "how can one best present lengthy content to the end user?"
Because if articles are too long, they force the reader to endlessly scroll down the page. All of that scrolling can be confusing, and readers can quickly lose track of what they are even looking at. So we wanted to fix that.
One option was to split the article up into multiple articles in a manual. This approach would let a reader finish an article, and then hit next. The problem we saw was that, often times, readers would either land in the middle of a lengthy process (from searching a keyword the knowledge base and clicking on an article), or they would get lost somewhere in the process and lose track of where they were.
Posted on Feb 29, 2016 8:00:00 AM by Greg DeVore
A step by step guide that gives your customers a clear path to success can really boost your customer onboarding and success efforts. Here are a few tips for providing that clear path.
Posted on Feb 22, 2016 8:00:00 AM by Greg DeVore
We will often see customers sign up for a trial without a clear idea of what their goals are. They know they have a general problem and they know that they need to do something but they have a tough time defining exactly what the problem or explains exactly how they plan on solving it.