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Posted on Sep 8, 2017 12:21:36 PM by Jonathan DeVore

Create a Table of Contents in an Article

Are some of your ScreenSteps articles kind of lengthy?

Posted on Sep 5, 2017 10:34:00 AM by Greg DeVore

Reducing Cognitive Load During Training

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

New in ScreenSteps: Set Viewing Permissions on a Per Article Basis

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 Mar 29, 2017 12:18:47 PM by Jonathan DeVore

New ScreenSteps Feature: Revision Notes

Don’t you hate it when you finish up a project, release it to the world, and then get an email from your team with something like, “Hey! How come you didn’t address any of my notes and feedback?”

Posted on Nov 2, 2016 7:17:00 AM by Greg DeVore

Teaching vs. Reminding

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

Your PowerPoint Deck is Not Your Documentation

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

Condense Your Documentation with Foldable Sections





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 May 20, 2016 3:53:11 PM by Jonathan DeVore

How Wide Should My Screenshots Be?

It's a small thing. But after I was told that one of my help articles looked sloppy, I realized that consistent screenshot width throughout a help article is important.

Posted on Feb 29, 2016 8:00:00 AM by Greg DeVore

Providing Your Customers with a Clear Path to Success

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

Helping Customers Define Their Goals

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.