ScreenSteps isn’t just a traditional knowledge base - it’s a tool for giving your employees all the information they need to do their job in the context of where they are working. Here are three examples of how we have been using ScreenSteps:
1. Commonly requested information
A lot of times we have customers that request to see examples of client sites for our ScreenSteps product. We
used to keep a Google Doc that had a list of sites. But it was always a pain to go to Google Drive, find it paste the URLs in, etc.
But there are three primary locations where we use this:
- In our CRM when we are sending emails from there.
- In Gmail when we are responding to customer questions.
- In Zendesk where we handle support.
To address this we created an article that listed links to example sites and then added it to our CRM, Gmail and Zendesk channels. Now that information is easily accessible to our team, right where they need it.
2. Process sanity check
For our blog we have a process where one person authors a post, then someone else proofs, preps and publishes it. We all know how to follow those steps, but sometimes mistakes would get made, mainly with the post getting set to the wrong category, a Call To Action getting left out or event getting posted to the wrong blog.
To deal with that we created a 4 item checklist in our Blog Publishing channel. It is a simple thing that ensures that everything gets checked before the post gets published. One checklist and now no more mistakes.
3. Reminder of best practices
We are always trying to improve. One of employees found a good process for writing better marketing emails in a blog post. To help them apply that process they created a checklist of the main suggestions in the article. We stick that in the Blog Writing Channel and now they can easily refer to the checklist while they are writing.
Each of these use cases is slightly different.
- One just saves us time by giving us easier access to the information we need.
- One makes sure we avoid mistakes that we commonly make.
- And the last one helps us apply knowledge we have learned from an outside source.
What resources could you create in your business that would save time, eliminate mistakes or improve your ability to apply the things you are learning? You may find that a few resources in the right context can make a big difference.