Employee Training

Jonathan DeVore

Jonathan DeVore
Customer Success

Recent Posts

4 Steps to Automate How You Teach New Employees Your Company Policies, Procedures, and Processes

Jonathan DeVore - Mar 28, 2018 12:25:07 PM

When new employees are hired on, your company needs to take care of 3 main things:

  1. Paperwork (insurance, taxes)
  2. Compliance training (e.g. ethics training, security awareness training)
  3. Operations training (policies, processes, and procedures)

I'm betting that you've already got something in place for #1 or #2. Plenty of HR systems deal with paperwork, and several LMS apps deal with compliance training.

The question for today is, do you have a system in place for #3?

Topics: ScreenSteps Employee Training Platform

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1 Job Aid Your Support Reps Really Need - Part 2

Jonathan DeVore - Mar 22, 2018 10:12:00 AM

This is the second of a 7-part series where we talk about different kinds of job aids that your Support Reps need you to make for them.

Topics: Customer Support

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1 Job Aid Your Support Reps Really Need - Part 1

Jonathan DeVore - Mar 22, 2018 8:30:00 AM

This is the first of a 7-part series where we talk about different kinds of job aids that your Support Reps need you to make for them.

Topics: Customer Support

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3 Missing Elements You Need to Include in Employee Onboard Training

Jonathan DeVore - Mar 15, 2018 12:58:32 PM

When a manager sits down to "train" a new employee, the main focus is almost always on how to use the system.

But that approach leaves everybody frustrated. The employee doesn't actually know the context of when she should be doing those actions, NOR can she remember everything the manager showed her. And the manager is frustrated because he notices that the employee seems to constantly interrupt him with questions.

It's a lose-lose-lose (the system loses in this case, too) situation.

Instead of only focusing on showing employees how a system works, I recommend focusing on all 3 of these elements:

Topics: Training Events- Live Training- Onboarding

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One Idea That Will Clarify the Purpose of Your Training 

Jonathan DeVore - Mar 13, 2018 3:43:14 PM

If you are planning a training session, I want you to pull out a piece of paper and a pen, and do 2 things.

Topics: Training- Teaching- Learning

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Inline Links - A Better Way to Reuse Content

Jonathan DeVore - Feb 13, 2018 11:13:00 AM

Sometimes, hyperlinks are scary. You ask yourself, "Do I really want to leave the page I'm on?" 

This is especially true when reading documentation, policies, procedures, and job aids.

If you see a link (like this link here) in a knowledge base article, you don't want to click on it because you don't want to leave the help article you're on. After all, if you leave, there's a chance you'll never find your way back.

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7 Expert Tips To Keep a Virtual Training Session Lively

Jonathan DeVore - Nov 16, 2017 10:15:11 AM

For learning to occur, two requirements must be met: 1) you must have a teacher who is ready to teach, and 2) you must have a learner who is ready to learn. 

Topics: Live Training

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Can You Reduce Mistakes Without Training?

Jonathan DeVore - Oct 12, 2017 5:01:00 PM

In 1935, Boeing's model 299 crashed into the ground during a test flight, killing two crew members.

The plane was newly designed to push the limits of flight—aluminum-alloy shell, four engines, a 103-foot wingspan, and it could carry 5x more bombs than what the military had initially requested. But none of that mattered because apparently, the plane couldn't fly.

Topics: checklists

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Checklists and Groups (New ScreenSteps Employee Training Platform Features)

Jonathan DeVore - Oct 10, 2017 4:06:00 PM

We wanted to give you a preview of what is coming in the new ScreenSteps Employee Training Platform. Look for future blog post that will detail all of the features. But here are a few bits.

Checklists

Job aids are great for when an employee is still learning where to click and what to do. But after awhile, employees may not need to reference the screenshots very often because they remember all (or at least most) of the clicks for performing a task.

Yet mistakes are still being made in the day-to-day operations. Billing information is incomplete, Opportunties are inaccurate, and Quotes are being sent out prematurely. Even though employees basically know how to do their job, sometimes they forget all that needs to be done. And that's where checklists come in.

Topics: ScreenSteps Employee Training Platform

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Create a Table of Contents in an Article

Jonathan DeVore - Sep 8, 2017 12:21:36 PM

Are some of your ScreenSteps articles kind of lengthy?

Topics: Customer Support- New Feature

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