You’ve been using ScreenSteps for one of your organization’s teams.
Maybe your digital guides were scattered and difficult to find and follow. Maybe you had a big software change and you needed support with change management. Or maybe onboarding was taking too long and new hires were taking too long to reach proficiency.
Now, your team is reaping the rewards of implementing ScreenSteps and using the Find & Follow Training Framework. You may be seeing fewer mistakes, higher performance metrics, faster training, or one of the other benefits. And people from other teams have noticed.
Whether you simply want to share your success or people are asking for knowledge management and training tips, it may be time for you to introduce ScreenSteps to other teams in your organization.
As CEO of ScreenSteps, I’ve been both grateful and proud to see the powerful change and improvements ScreenSteps has helped teams achieve.
ScreenSteps is a powerful tool when you use it in one department … AND it can be even more impactful when you use it across your organization.
In this article, I’ll explain the benefits of expanding your ScreenSteps usage to more teams in your organization. Then I’ll provide some quick tips on how you can share ScreenSteps with your team.
Why is ScreenSteps more impactful when used by multiple groups within an organization?
Here are seven benefits of expanding your ScreenSteps usage throughout your business.
Having one knowledge base platform for your entire company means everything is in one place. Everyone knows the one place they can turn to for answers. And everyone is familiar with the platform.
When each department has its own system for managing knowledge, it can be confusing, especially for those who work across departments or switch departments. Every time they have a question they need to figure out which one of many platforms to use.
Higher usage equates to a better ROI (return on investment). That’s because people are using the app. If people are using your guides on every task, they should be making fewer costly mistakes and saving time on projects.
You’ll have increased consistency for company-wide tasks. Since employees are all using the same guides, employees will handle the tasks the same way no matter who completes the task.
Company-wide tasks can be shared policies or procedures. It can also be HR-related articles (i.e. how to request time off or select your insurance benefits for the upcoming year) and general new hire onboarding materials.
With a shared knowledge base system, you’ll increase transparency across your organization. A centralized knowledge base for your whole company helps to de-silo teams. It doesn’t matter if they work in the same building or across the world.
Everyone has access to the same information and guides (as long as you give them permission to access those specific articles).
Groups can reference other teams’ procedures when appropriate (i.e. fulfillment can refer to sales procedures to understand why/how certain data was entered into the system).
But, what if everybody shouldn’t have access to all the guides?
With user permissions, you can continue managing your content and keeping article creation separate. You can select a box if you want to share specific manuals or articles with other teams. So, your guides are still private to your team until you choose to share them with another team.
When you have a shared knowledge base, your content authors and subject matter experts (SMEs) are able to contribute to cross-silo.
That means you avoid duplicating work by having two employees create the same digital guide for different teams.
Also, because the content authors create guides in the same system, they can help other teams when one team is pressed for time. For example, a content author for the human resources department can interview an SME and write articles for the sales department during their busy season.
A shared knowledge base that is designed to guide employees in their tasks increases employee independence. This improves productivity, increases employee confidence, and decreases the stress and pressure on supervisors.
Cross-training employees takes a long time when you need to train employees how to use a new system.
When multiple departments and teams use ScreenSteps, cross-training employees is almost instantaneous. That’s because you initially onboard employees to find and follow the guides you write in your system.
Because that is consistent across your departments, your employees may just need to learn some background information or terms before handling tasks for another department.
For example, if a contact center agent that schedules appointments for the Northwest Region is asked to help the Southeast Region team because it is short on agents for the day, that agent should be cross-trained and start handling calls that day.
🔎 Related: How a knowledge base helped a call center cross-train agents in one day
With a clear strategy for each team, you can generate significant cost savings.
Each time an employee or customer can find an answer or solve a problem on their own it saves the organization money.
When you drive down training time for new employees, it saves your organization money.
And when you use ScreenSteps to prevent mistakes and optimize your procedures you can generate incredible savings. One customer saved $2.3 million.
Introducing other teams and departments doesn’t have to be a challenge. It is about making connections that will mutually benefit your teams.
The best way is through natural conversations as you discuss challenges and solutions you’ve used in your respective departments.
You don’t have to sit down with your co-workers and show them how you use ScreenSteps. (Though you are certainly welcome to!) Some options for introducing your teams to ScreenSteps include:
While not comprehensive, this list will help you get an idea of what other departments in your company may benefit from having ScreenSteps.
Every team and department has a choice on how they manage their knowledge. When you choose to share a common knowledge base, you save time, money, and effort.
Want to simplify your knowledge management in your organization?
If you want to condense your company knowledge into one system, ScreenSteps can help. Talk to our ScreenSteps experts to see what your options are for expanding ScreenSteps in your organization.