If you’ve ever written procedures, created job aids, or prepared training materials, you’ve needed to take a screenshot to show somebody where to click in a system. But not all screenshots are created equal.

1. Determine who (or what) will be the initial contact for callers Your intake script will vary depending on what kind of phone system you have in place.

Writing clear processes and procedures is challenging. You want your employees to be able to look at an article for the first time and be able to follow the steps.

I consider myself a bit of a Ms. Fix-It. I like to figure out and resolve problems on my own. One day after fixing a closet door, I looked at my roommate and proudly proclaimed, “Rebecca fixed it.” And I’ve never lived it down.

In a perfect world, your business runs smoothly every day. Everything would work exactly as it should and there would be no interruptions to the day-to-day functions. But, inevitably, something will go wrong at some point.

Having screenshots in your help guides can be helpful, but sometimes screenshots aren't enough. It can be confusing for your employees to figure out why the screenshot is there.

1. Know who will use the guide Who will be using this guide? It helps to put a face to the question. This person can represent a group of workers in your company.

It can be tricky to get your company's management on board when it comes to adding new software. Sometimes you need to prove the investment is worth it.

It can feel a little overwhelming to replace your existing knowledge base. From preparing your ScreenSteps site to migrating your content, there is a lot to do before you launch ScreenSteps in your company. Over the past couple of years, I’ve been helping call centers move out of their SharePoint document libraries and into ScreenSteps. While doing this, I’ve noticed that the move can feel a little intimidating, partly because there’s this belief that it must all be done at once. So I’ve got some good news — you don’t have to do it all at once. Watch the video for two approaches to rolling out your content in ScreenSteps. Following these tips can make the transition to ScreenSteps much more manageable.

I love learning new skills when it comes to how to create better videos. As I am learning about new products and software, and how to use them, there are many different touchpoints where I need to learn something new.