Employee/Customer Onboarding, Training and Enablement


Jonathan (Jay) DeVore is the Director of Marketing at Blue Mango Learning Systems, developers of ScreenSteps. He graduated from Brigham Young University with a BS in Accounting, and is a licensed CPA in the state of Virginia. Right after graduation, he worked for his dad's private medical practice in Pasadena, CA auditing the efficiency of billing and collections. After 9 months of living in the golden state, he moved his family to Virginia to begin working at PricewaterhouseCoopers (PwC). As an accountant at PwC, he actually did very little number crunching (which surprised him), and instead audited government information systems for compliance with government requirements (e.g. NIST 800-53). During his time with the Big 4 Accounting Firm, he helped large organizations improve their documentation both from a compliance perspective and instructional perspective. His favorite aspect of work was training/teaching, so when Greg and Trevor approached him with an opportunity to create educational content for ScreenSteps, he jumped at the chance. Jonathan lives in Northern Virginia with his wife and children, and enjoys the beautiful weather the D.C. area offers 9 months out of the year.

Recent Posts

ScreenSteps is Going to Inbound 2013

jdevore - Aug 19, 2013 9:32:00 AM

Topics: Miscellaneous

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3 Tips to Transform Your Nonprofit's Salesforce Training and User Adoption Program

jdevore - Jul 30, 2013 6:17:00 AM

Several nonprofit organizations struggle when it comes to effectively training staff on how to use Salesforce, and increasing user and management adoption.

In a recent blog post on the 4 key challenges nonprofit organizations face when implementing Salesforce, Sam Dorman noted that:

Even when the technical side is done well, it can still be hard to get staff to actually use the system...in fact, staff adoption shows up as one of the most significant challenges across all types of organizations."

I'm going to share 3 tips that can help you improve your Salesforce training, and then show you a Salesforce integration that will completely overhaul your training program and boost user adoption---and we're giving it to nonprofits for a fraction of the normal price.

Topics: ScreenSteps Software

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How our Support Processes Helped us Handle 60,000 New MacHeist Customers

jdevore - May 8, 2013 6:00:00 AM

Back in 2010, Greg wrote an article about his experience purchasing software from MacHeist, called "Build the Ark Before the Flood." 

His experience with developers who sold their software through MacHeist had not always been great - mainly because they clearly weren't prepared for the volume of support requests that were going to come their way.

A few weeks ago, we had the opportunity to be on the other side of the MacHeist fence - our app, Clarify, was featured as part of the MacHeist NanoBundle 3. It was our chance to really put to test the support processes we have established over the last couple of years.

Topics: ScreenSteps Software- Customer Support

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If You Don't Support Your Customers, You're Not Going to Have Any

jdevore - Apr 29, 2013 9:01:00 AM

I was looking at a recent bundle from StackSocial and was just about to purchase it so that I could get one product - but before I made the plunge, I wanted to read some reviews to see what others were saying.

Some reviews said that the program crashed all the time. Okay, that's a problem, but it's not a huge issue because bug fixes come out all of the time and that matter could quickly be resolved. But then I saw another review that sort of caught my attention - "Beware of any company that has this level of service (none)."

Oh my! Well, one review can be ignored, right? But then I saw another review - "You will never get any support." And then another... and another.

Well... that did it for me. I don't really have time to work with an application that doesn't have any support.

Topics: Customer Support

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Are You Waiting to Get Burned Before You Document?

jdevore - Apr 24, 2013 2:08:00 PM

Somebody approached me the other day asking for some assistance with creating documentation for internal procedures and processes. I asked why they wanted to start documenting, and the answer was very interesting.

"I've already been burned twice - I don't want to get burned again."

After some explanation, I learned that on two occasions, key employees had left somewhat hastily - along with them went all of the operational knowledge for doing their job.

Hiring a replacement was almost impossible because nobody knew what the replacement would do - so before anybody could be hired, the individual I was speaking with had to figure it out from scratch... twice.

Topics: Succession Planning- ScreenSteps Software- Turnkey Business

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7 Steps to Taking a Real Vacation

jdevore - Apr 10, 2013 6:13:00 PM

Spring is in the air! The weather is warm, the flowers are in bloom, and my allergies are driving me nuts! 

Despite my allergies, I love this time of year because it's full of hours by the pool, food off the grill, and one or two vacations.

Although... you know what I've been noticing the last few years? More often than not, I end up having to do work during my time away from work!

And that's no good. A vacation is no vacation if I'm accompanied by office tasks and responsibilities everywhere I go!

So even though the trend seems to be leaning more and more to making vacations workactions, I'm not accepting that fate. And frankly, neither should you! To help you take a real vacation this Spring or Summer, I've outlined 7 steps that will prepare you to make it happen.

Topics: Succession Planning- Turnkey Business

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Having Trouble Outsourcing? Here Are 5 Steps To Help You Get Going

jdevore - Apr 8, 2013 4:12:00 PM

Nobody can build and grow a successful business alone - we all need help. But knowing that fact isn't going to solve anything - you have to do something about it!

In my last article, I showed you how to get started with oDesk (one of many great websites for out-tasking). So now that you have your account, I'm going to help you start out-tasking and/or outsourcing your work.

Today's article is going to show you 5 steps that will help you filter through your tasks and identify which activities need to be done by you, and which activities you can start delegating to somebody else.

Topics: Turnkey Business

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What's One Thing You're Doing That You Could Out-Task?

jdevore - Apr 4, 2013 6:50:00 AM
Feeling overwhelmed with work is an awful sensation. It's that same feeling I got when I had a huge project at school due the next day, and I was just getting started the night before. Kind of sick to my stomach, light headed, ready to cry at any moment, etc.

But there's a huge difference between feeling overwhelmed at work and feeling overwhelmed when you were in school - in school you had to push forward and do all your work yourself until it was done. Now - you can just pay somebody else to do your work for you!

So why don't you?

Not only will you feel a huge sense of relief once you begin offloading jobs to somebody else, but you'll be able to focus on doing the jobs that only you can do! And that's the key to growing your business - handing off the mechanics so that you can focus on the core of your business.

Topics: Miscellaneous- ScreenSteps Software- Turnkey Business

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What Enables Your Business to Survive Today Might Kill it Tomorrow

jdevore - Mar 7, 2013 4:45:00 PM

A few years ago, a professor of mine was driving down a country road, when all of a sudden a deer jumped out of nowhere, and landed right in front of the car. 

And then lay motionless in front of the car.

My professor was puzzled why a deer would try to cross the road right at the moment he was passing - no cars in front of him, no cars behind him.

If only that deer had been a little more patient, it would still be alive today!

So my professor decided to do some research and figure out why the deer had such poor judgment when it came to crossing the road. What he found was very surprising - turns out that deer aren't necessarily dumb creatures, they're just creatures of habit. And that habit will save them in one situation, and kill them in another.

Topics: Productivity Hacks

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​SharePoint's Knowledge Base Software Won't Cut it

jdevore - Mar 4, 2013 6:54:00 AM

Thousands of organizations and teams use SharePoint as a knowledge base to manage their documentation — but that's a mistake.

I'm not saying SharePoint is a bad tool; on the contrary, it can practically do everything. However, not everybody knows what they want it to do, or how they want to use it — so it ends up being a shared drive where PDFs, Word documents, Excel spreadsheets, and PowerPoint presentations dwell. The contents of this drive sit there, gathering cyber dust, without helping anyone accomplish anything.

Using SharePoint as your knowledge base just won't cut. You need an actionable knowledge base.

Topics: Succession Planning

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