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Recent Posts by Greg DeVore

Recent Posts

Posted on Oct 5, 2015 11:30:35 AM by Greg DeVore

5 Ways ScreenSteps Helps New Documentation Managers Do Their Job Better

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.

Posted on Oct 1, 2015 9:10:00 AM by Greg DeVore

Converting a Word File to Publish to Zendesk

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.

Posted on Sep 30, 2015 7:00:00 AM by Greg DeVore

How ScreenSteps Helps Enterprise Software Companies Deliver Customer Success with Better Documentation

Enterprise software is very different from other types of software. Many enterprise applications only have a handful of customers who pay a very large amount of money. That means that each customer relationship is crucial. Gaining or losing a single customer can have a major impact on your business.

Posted on Sep 29, 2015 2:54:00 PM by Greg DeVore

Documentation Ninja Tricks: Changing Text on a Web Page for a Screenshot

One of the worst parts about using screenshots in your documentation is getting rid of sensitive information that you don't want showing up in your documentation. This could be names, email addresses, or anything else you don't want showing up.

Posted on Aug 12, 2015 9:03:00 AM by Greg DeVore

How to Evaluate your Documentation

How do you know if your online documentation is making an impact? How do you know what you need to improve? In this article, we are going to give you a a few questions you can use to evaluate how well your documentation site is prepared to help your customers.

Posted on Aug 5, 2015 9:02:00 AM by Greg DeVore

How to Know What Customer Support Articles you Need to Write

One of the most overwhelming tasks for a new documentation manager or customer success manager is knowing what content they need to create.

Posted on Jul 17, 2015 10:00:00 AM by Greg DeVore

Do your customer support articles answer more than one question? (They shouldn't)

Many support teams make the mistake of trying to combine customer support and customer training resources into the same article. To understand the difference between customer support and customer training, read here.

Posted on Jul 16, 2015 10:33:00 AM by Greg DeVore

Education through the Customer Lifecycle: Onboarding, Training, Teaching and Support

Customer education is an important component in improving customer retention, product adoption and customer support. At the same time, as many businesses move to SaaS models, traditional training models are breaking. Doing an onsite training for a new product implementation is becoming less and less practical.

Posted on Jul 3, 2015 10:00:00 AM by Greg DeVore

ScreenSteps is Making an Impact (Customer Survey Results)

A few months ago we launched a survey to see what kind of impact ScreenSteps was having in the businesses and organizations that use it. We were interested in answering a few questions:

  • Did our customers feel more productive?
  • Did they feel like they were creating better documentation?
  • Was ScreenSteps helping them improve their business or organization?

Posted on Jun 25, 2015 9:04:00 PM by Greg DeVore

It’s time to put your product documentation on the web

It’s time to put your product documentation on the web

We have been telling companies for a long time that they need to move their product documentation out of PDF and Word files and onto the web. This has been true for awhile, but over the last 12 months we have seen the number of companies doing this start to increase. Here are a few reasons why it is more important than ever to move your product documentation to the web.