Employee Training

Greg DeVore

Greg DeVore
CEO of ScreenSteps

Recent Posts

Condense Your Documentation with Foldable Sections

Greg DeVore - Oct 5, 2016 9:59:48 AM

  

 

 

 

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.

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Providing Your Customers with a Clear Path to Success

Greg DeVore - Feb 29, 2016 8:00:00 AM

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.

Topics: Customer Success- Teaching

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Helping Customers Define Their Goals

Greg DeVore - Feb 22, 2016 8:00:00 AM

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.

Topics: Customer Success- Teaching

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Components of Customer Success

Greg DeVore - Feb 15, 2016 11:35:39 AM

A Clear Goal

You cannot help your customers be successful unless they understand what their goals are. You probably didn't expect me to say that. You probably expected me to say that you can't help your customers be successful unless you know what their goals are. But that isn't totally true. If you have a low touch sales process and provide a lot for self-service information, a customer who has a clear goal in mind can be successful with your product without ever contacting you. But if they don't know what their goals are then the chances of them being successful with your product aren't very good.

Topics: Customer Success- Teaching

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3 Ways Documentation Can Help Your Enterprise Software Product

Greg DeVore - Nov 5, 2015 8:55:44 AM

1. Customer Onboarding

Most enterprise software companies do one-on-one onboardings by either going onto the client site or by hosting a training via a web meeting. When I talk to our enterprise customers about using documentation in their onboarding they think that I am talking about replacing their current onboarding practices.

Topics: Onboarding- Training

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Chunking Information to Make It Easier For Your Attendees to Retain

Greg DeVore - Oct 22, 2015 9:53:25 AM

Our brains struggle to remember more than 5-7 things. We just aren't very good at remembering more than that. But our brains are very good at chunking information.

Chunking information is the process where we break up large amounts of information into manageable chunks. It's almost like putting things into folders.

Let's look at how this works with phone numbers in the United States. I live in Northern Virginia
just outside of Washington DC. There are basically three area codes that I usually run into: 703, 571 (which are both in Northern Virginia), and 202 which is Washington, DC.

Topics: Live Training- Teaching

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5 Ways ScreenSteps Makes Your Company Look More Professional

Greg DeVore - Oct 8, 2015 2:52:35 PM

It didn't used to matter what your documentation site looked like. Gobs of text. No formatting. No design. They were awful to look at and nobody cared. 

But those days are gone. Today, the quailty of your knowledge base can play a major role in the perception of your company and your product. But making a great looking knowledge base can be tricky if you don't have the right tools. In this artilce I am going to outline 5 ways ScreenSteps makes you look great.

1. A beautiful knowledge base

The first thing ScreenSteps will do for you is give you a beautiful looking knowledge base. What your knowledge base looks like is one of the trust factors your customers will rely on. When you have a great looking knowledge base your customers will have more confidence in your company.

Topics: Documentation Managers

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How to Cover Everything in Your One Hour Corporate Training Session

Greg DeVore - Oct 6, 2015 7:00:00 AM

As a Documentation Admin and Trainer you may feel that you are being asked to do the impossible: 

  • Make your training engaging
  • Keep it short
  • Make sure you cover everything

How can you cover everything that you need your team to know, keep it engaging AND do it all in a 1-hour session?

Topics: Live Training- Training

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5 Ways ScreenSteps Helps New Documentation Managers Do Their Job Better

Greg DeVore - Oct 5, 2015 11:30:35 AM

There are many ways that ScreenSteps can help you write and deliver documentation that your customers actually want to read. But there are a few features that are especially beneficial for new documentation managers. Here are the top 5.

1. You don't need a PhD to use ScreenSteps

If you are a new documentation manager then you have enough things to deal with. Dealing with overly complicated software shouldn't be one of them. The typical training time to get up and running in the ScreenSteps authoring tool is about 15-30 min. Other solutions can take weeks or even months to learn. Many of our customers tell us that they felt like they needed a PhD to use other solutions.

Topics: Documentation Managers

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Converting a Word File to Publish to Zendesk

Greg DeVore - Oct 1, 2015 9:10:00 AM

We get a lot of questions about moving documentation from Word or PDF files into an online format. It is often a necessary but somewhat painful process. Here are a few tips that will hopefully help.

In this artilce we will be talking about some tips to move from Word to an online system such as Zendesk. In a later article we will talk about how to move from PDF files to an online system.

Topics: Zendesk

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