Are you getting ready to rollout a new CRM system, or to onboard some new employees? Here are four rules that will help you use ScreenSteps to improve the success of your training.
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:
Why do we assume that we need to learn everything? Our brains can only hold and apply so much information.
Do we really want to limit our performance and the performance of our employees to what information we can remember and actually apply? Not if we want our team to reach its full potential.
But what if L&D changed its strategy from trying to teach more information to trying to help employees be successful when they forget?
I teach. A lot.
I teach people that are very interested in what I have to say. And I teach people that don't care at all.
I teach people who are highly motivated to apply the information that I present. And I teach people who like what they hear but can't find the time to get around it actually applying it.
I teach big groups and individuals. I give lectures and I lead discussions. And I have to do it multiple times each week. Here are just a few principles that I have learned over time.
1. You cannot teach someone who is not ready to learn.
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.
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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.
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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.
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.
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.
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.
We talk about rollout training, onboard training, and writing better standard operating procedures
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