Blog

Employee/Customer Onboarding, Training and Enablement

Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.

The Missing Piece in Your Credit Union's AI Strategy

By: Jonathan DeVore
August 3rd, 2026

A lot of credit unions are thinking about AI right now and asking important questions:

The Browser Extension That Puts Your Knowledge Base Everywhere

By: Jonathan DeVore
July 30th, 2026

You've built a great knowledge base. It's got easy-to-follow procedures, it's optimized for search, and everything is in one place.

How to Stop Typing Out Every Procedure and Create Guides People Will Actually Use

By: Jonathan DeVore
July 29th, 2026

Creating clear, easy-to-follow procedures used to take hours. You had to type out the instructions, take screenshots, format the SOP, export it as a PDF, save it on a drive somewhere, and then hope someone can actually find it when they need help (and let's be honest... they never can...).

Keep Your Knowledge Base Clean with Clarify Check

By: Jonathan DeVore
July 27th, 2026

When you create a new job aid or SOP, you don't just want it to be clear. You want to make sure it fits with everything else in your knowledge base.

Why a Chatbot Isn't Enough at the Moment of Performance

By: Greg DeVore
July 23rd, 2026

"When I see that wall of text, I just turn to the escalation desk." That's a contact center agent describing what happens when she opens her company's chatbot mid-call. She didn't say the chatbot gave her the wrong answer. She said she couldn't use the answer it gave her.

AI Didn't Break Your Procedures. It Exposed Them.

By: Greg DeVore
July 22nd, 2026

A credit union or bank connects a chatbot to their SharePoint and tests it with a small group of employees. They quickly run into hallucinations, outdated information, and knowledge gaps. They then invest 12 months and expand headcount to get procedures to a place where the AI can use it. That story isn't rare. It's close to the median outcome.

Decision Trees Aren't a Training Tool. They're a Performance Tool.

By: Greg DeVore
July 17th, 2026

Many leaders operate on a false assumption: if we train someone on it, they'll do it correctly. We know that isn't true.

Do You Really Need ScreenSteps, or Can You Just Use ChatGPT for Documentation?

By: Jonathan DeVore
May 7th, 2026

At ScreenSteps, we talk a lot about an approach called Find and Follow. The idea is simple: employees should be able to quickly find the right answer and easily follow the instructions so they can complete their work correctly. But that second part, follow, is where a lot of documentation falls apart.

What is a Decision Tree? And How Do You Create One? (+ Example)

By: Jonathan DeVore
April 15th, 2026

What is a decision tree? A decision tree is a structured way to guide someone through a process by asking a series of questions and mapping out the correct path based on the answers.

Why Credit Union Tellers Struggle (and What It’s Costing You)

By: John Julien
April 9th, 2026

Why do credit union tellers struggle with complex transactions? Credit union tellers struggle with complex transactions because they are expected to perform hundreds of complicated, changing procedures, all while delivering a consistent member experience in real time. In one analysis, we identified over 500 procedures a teller needs to execute at any given time.

All posts Next