Employee/Customer Onboarding, Training and Enablement

Resisting the Temptation to “Teach it all”

Greg DeVore - Jul 11, 2018 10:57:22 AM

If you have ever been on a backpacking trip, then you know that a backpacker has to deal with competing goals when packing.

Topics: ScreenSteps Software- Training- Teaching

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Reducing Cognitive Load During Training

Greg DeVore - Sep 5, 2017 10:34:00 AM

I have what we like to call our $40,000 fridge problem. Whoever designed our kitchen (long before we purchased our current house) put the oven so close to the wall that you can only fit a small fridge next to it. The oven is situated such that in order to get a larger fridge we would have to redo the entire kitchen.

Topics: ScreenSteps Software

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New in ScreenSteps: Set Viewing Permissions on a Per Article Basis

Greg DeVore - Aug 29, 2017 12:20:35 PM

We are happy to announce that starting on Thursday, August 31, 2017 you will now be able to set article viewing permissions on a per article basis. 

Topics: ScreenSteps Software

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New ScreenSteps Feature: Revision Notes

Jonathan DeVore - Mar 29, 2017 12:18:47 PM

Don’t you hate it when you finish up a project, release it to the world, and then get an email from your team with something like, “Hey! How come you didn’t address any of my notes and feedback?”

Topics: ScreenSteps Software

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How Wide Should My Screenshots Be?

Jonathan DeVore - May 20, 2016 3:53:11 PM

It's a small thing. But after I was told that one of my help articles looked sloppy, I realized that consistent screenshot width throughout a help article is important.

Topics: ScreenSteps Software- Software Documentation Tips

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A Beautiful New Template For Your Knowledge Base

Jonathan DeVore - May 19, 2015 5:13:00 PM

The old knowledge base template was a little outdated, and looked like this:

Which is fine, if you like that that look. But some of you mentioned that it was too text-heavy and difficult to navigate through when you had a lot of documentation (and many of you have A LOT of documentation... like, over 400 articles).

So, last week, we released a new template to make your knowledge base a little snazzier looking.

Topics: ScreenSteps Software

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Fill up Your Zendesk Knowledge Base with Better Help Articles

Jonathan DeVore - Feb 20, 2014 10:32:00 AM

We're happy to announce a new and improved Zendesk integration. It now works with Zendesk Legacy AND Help Center, is a much faster setup, and has a tighter integration with Zendesk so that you can author everything in ScreenSteps.

Topics: ScreenSteps Software

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3 Tips to Transform Your Nonprofit's Salesforce Training and User Adoption Program

jdevore - Jul 30, 2013 6:17:00 AM

Several nonprofit organizations struggle when it comes to effectively training staff on how to use Salesforce, and increasing user and management adoption.

In a recent blog post on the 4 key challenges nonprofit organizations face when implementing Salesforce, Sam Dorman noted that:

Even when the technical side is done well, it can still be hard to get staff to actually use the system...in fact, staff adoption shows up as one of the most significant challenges across all types of organizations."

I'm going to share 3 tips that can help you improve your Salesforce training, and then show you a Salesforce integration that will completely overhaul your training program and boost user adoption---and we're giving it to nonprofits for a fraction of the normal price.

Topics: ScreenSteps Software

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How our Support Processes Helped us Handle 60,000 New MacHeist Customers

jdevore - May 8, 2013 6:00:00 AM

Back in 2010, Greg wrote an article about his experience purchasing software from MacHeist, called "Build the Ark Before the Flood." 

His experience with developers who sold their software through MacHeist had not always been great - mainly because they clearly weren't prepared for the volume of support requests that were going to come their way.

A few weeks ago, we had the opportunity to be on the other side of the MacHeist fence - our app, Clarify, was featured as part of the MacHeist NanoBundle 3. It was our chance to really put to test the support processes we have established over the last couple of years.

Topics: ScreenSteps Software- Customer Support

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Are You Waiting to Get Burned Before You Document?

jdevore - Apr 24, 2013 2:08:00 PM

Somebody approached me the other day asking for some assistance with creating documentation for internal procedures and processes. I asked why they wanted to start documenting, and the answer was very interesting.

"I've already been burned twice - I don't want to get burned again."

After some explanation, I learned that on two occasions, key employees had left somewhat hastily - along with them went all of the operational knowledge for doing their job.

Hiring a replacement was almost impossible because nobody knew what the replacement would do - so before anybody could be hired, the individual I was speaking with had to figure it out from scratch... twice.

Topics: Succession Planning- ScreenSteps Software- Turnkey Business

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