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.

You’ve decided to switch how you create and share documents in your company. Recently, you’ve been looking at ScreenSteps and you are leaning towards using our knowledge base to create a one-stop-shop for all your company’s documentation.

You're just getting started with ScreenSteps. Since you are adding ScreenSteps software to your company, you are planning a cloud implementation training to teach your staff how to use the new software.

1. Lunch-and-learn sessions A lunch-and-learn event is a voluntary meeting during lunchtime that you invite your employees to. It serves as an additional training session, which provides you an opportunity to update your agents on any changes in the call center.

It's difficult to know exactly what you should include in your ScreenSteps Workflow Articles. When you are writing the articles, you want to provide your employees with all the information they need without overwhelming them. So, what should you include in your ScreenSteps Workflow Articles? ScreenSteps makes it fast and easy to document your procedures. You just need to know what you are writing in your procedures. In a previous blog post, I provided 5 tips on how to write Workflow Articles: Clarify when somebody uses this article Clarify what the reader needs to do What background knowledge does the reader already have? Provide additional resources Determine the minimum amount of information the reader needs Applying these tips that I use to help clients write help guides, I'll show you how I work through an article to determine what to include and what to leave out. In the 8-minute video below, I'll use the 5 tips and talk through my process so that you have an example of what to consider when constructing articles.

You’ve been working on filling your ScreenSteps site with policies and procedures, but you keep running into a few problems. Mainly, you’re not sure what types of articles you need to write to help your employees do their jobs.

Keeping your data secure is your top priority. And rightly so.