Knowledge Management Content Planning Workshop
Create a plan for organizing and optimizing your policies and procedures with the guidance of a knowledge base expert
Creating a knowledge base that your employees can use and trust isn’t easy. Whether you are onboarding a new system or revamping an existing software, you have a long to-do list ahead of you. So, you want to get it right from the get-go.
That’s where the Content Planning Workshop comes in. The Content Planning Workshop helps your team audit your content — existing and missing — and prepare to launch your knowledge base.
Our “all-hands-on-deck” Content Planning Workshops last around 4 hours and are designed to be interactive, engaging, and highly productive. Here’s a summary of how the workshops are run.
Identify needs
Review and grade existing resources
Spot the gaps
Create a plan
First, we’ll work with your team to identify the “triggers'' or moments where end-users require support. What questions do users have? What transactions are they performing? What policies or procedures are they required to follow?
Some example triggers include:
The next step is understanding your current content landscape. Together we’ll create a list of all the content you already have documented. Then we’ll evaluate that content for usefulness and accuracy.
At the end of this step, we’ll know exactly what needs to be updated and who is in charge of doing so.
Based on step one and step two, we’ll now be able to easily identify where our content gaps are. A gap is considered a question or transaction a rep has that does not have a resource documented.
At the end of the workshop, you’ll walk away with a content plan that identifies the following:
No! While having a ScreenSteps knowledge base is helpful for executing the plan we’ll create, it’s not critical. Our content planning strategy works for any company seeking to optimize their knowledge base content, no matter which knowledge base software they use. Anyone can sign up for a Content Planning Workshop.
The cost of a content planning workshop is $1,000. To get started, request a consultation today.
We recommend allocating four hours for our Content Planning Workshops. While it might not take all four hours, it often does. A good rule of thumb is that the Content Planning Workshop should “take as long as it needs to.”
No! You can invite as many participants as you want. We recommend only inviting those who are necessary and will be impacted by the project. We don’t want “too many cooks in the kitchen.”
At the end of the workshop, you’ll walk away with a plan that identifies the following:
“All feedback from our reps has been beyond positive. My reps appreciate the step-by-step process and describe it as ‘dummy proof.’ Thank you for helping me bring my vision for our protocol revamp to life.”
Yasmin | Supervisor, Call Center
“When I first started, there were only a couple of articles. And now we have at least 1,500 to 2,000 articles. We're constantly adding new ones. ScreenSteps is used on a daily basis. It's an incredible tool.”
Colin Slade | VP Customer Success & Services, Cloudbeds
“The fact that you have so many features at your fingertips and the fact that you can actually USE all them, make ScreenSteps the best product on the market for training. We've loved it here and it has brought us much better results than what we were doing beforehand. It's a great product with a great customer service department and they keep delivering value.”
G2 Customer Review
Need help getting your knowledge base content organized? Schedule a consultation with a ScreenSteps specialist to discuss your company’s goals.
Get a head start on your knowledge base content with these pro tips.