After you roll out your knowledge management system to employees and customers, you may encounter a lack of adoption. I've got two tips that can help with that.
Why don't people visit your knowledge base?
First, let's discuss a few of the reasons employees and customers don't visit your carefully crafted knowledge base:
- They don't know about it
- They don't know how to use it
- They can't find what they need (or what they do find isn't helpful)
Those first two are pretty simple to resolve by using your knowledge base during training, onboarding, and when responding to questions. It's that third one that can be a little tricky.
These next two tips relate to making sure end users can find what they need, which leads to better adoption of your ScreenSteps knowledge base.