Take the first step towards more
confident employees

Improve employee confidence & reduce stress with a knowledge base software and performance support framework.

Knowledge Ops Solution

Knowledge Ops Solution

Boost employee confidence with a knowledge ops solution built for the modern team

When employees rely on tribal knowledge & memorization to perform tasks and solve problems, things feel chaotic. Mistakes get made, supervisors are overwhelmed with questions, and employee confidence drops.

With a knowledge ops solution, teams are equipped with the technology, framework, and habits needed to eliminate tribal knowledge once and for all. Employees are confident performing tasks independently and have the mental headspace to focus on what matters. Here's how it works:

Technology

Knowledge Base Software

Create an all-in-one centralized knowledge hub with training resources, digital guides, and more.

Framework

Find & Follow Framework

Change the way your team uses knowledge with a training & performance support framework.

Habits

Knowledge Coaching

Guarantee the success of your Find & Follow Framework implementation with one-on-one coaching.

Don't just take our word for it

ScreenSteps has helped hundreds of companies big and small develop confident, independent employees. Here are just a few examples of real results.

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Faster Onboarding

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Confident Employee Working

Confident employees starts with changing your relationship with knowledge

Traditional knowledge management is broken. Documentation is scattered across dozens of channels and exists in the form of 20-page PDFs.

It's not enough to just capture knowledge. To drive real performance & onboarding improvements, you need to make your knowledge operational.

When knowledge becomes operational and employees can find & follow the information they need with ease, everything changes.

Get Started With a Live Demo

Confident Employee Working

How the knowledge base & framework work together to empower confident & independent employees

New technology alone will not improve employee confidence & performance. To see real improvements, you need to change the behavior of how employees work & train. By combining the Find & Follow Framework and the ScreenSteps knowledge base, employees are empowered to feel confident at work. Here's how it works:

Identify
Create
Train
Empower
Adapt

Knowledge Article Types

1

Identify what employees need to know and what they need to do

The first step is identifying what employees need to know and what employees need to be able to do. No – these are not the same thing.

This is done by:

Running a Find & Follow Workshop
Creating a plan in the Knowledge Planner
Ensuring training & operations alignment

Knowledge Article Types

2

Create knowledge resources

Once we've determined what is expected of employees, we need to create the knowledge resources they'll rely on for support.

Knowledge resources include:

Foundational courses (for what employees need to know)
Digital guides (for what employees need to be able to do)

3

Train employee how to use knowledge

First, employees learn the foundational context of their job.

Then, using your digital guides, employees run through dozens of practice activities to perform tasks or solve problems they'll encounter.

Empower Employees to Use Articles

4

Empower employees in the moments of need

Once employees are done with training, the knowledge resources follow them.

Every time an employee needs to perform a procedure, follow a process, or solve a problem, they know to just find the digital guide they need in the knowledge base, and follow the steps.

Empower Employees to Use Articles

5

Adapt to changes & optimizations

Processes and procedures inevitably change. Probably more than you'd like.

Since employees already know to find & follow digital guides to perform a task, change management is simple.

Simply update or create new digital guides.

Create a company knowledge base your employees can trust & rely on

Don't just create another knowledge dumping zone. To drive real employee performance improvements, you need to create a knowledge hub that your employees can trust to provide accurate, up-to-date information, every time.

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Call Flows

Increase QA scores and decrease training time with step-by-step call flows for support reps.

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Troubleshooting Guides

Create guides that break down complex procedures and turn them into simple, easy-to-follow instructions.

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Interactive Checklists

Create interactive checklists that adapt to the needs of both new and experienced employees.

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Browser Extension

Increase productivity and decrease mistakes by putting your procedures right where your employees need them.

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Analytics

Gain insights into what content is being used, who’s using it, and which search terms are missing.

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Notifications

Send announcements and notices directly to ScreenSteps end-users so users are always up-to-date.

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“This platform has been a real game-changer in transforming the way we create and consume information to support our employees with growing their expertise and know-how to create a remarkable member experience.” ”

Alaska, connectFirst Credit Union

“This platform has been a real game-changer in transforming the way we create and consume information to support our employees with growing their expertise and know-how to create a remarkable member experience.” ”

Alaska, connectFirst Credit Union

Additional knowledge resources to improve employee confidence & independence

How Effective Are Your Knowledge Operations?

This article introduces the Knowledge Ops Maturity Model, a visual model to help identify how effectively you currently use knowledge and what you can do to improve your knowledge operations strategy.

See Where You Stand on the Model

The Find & Follow Framework

This framework removes the need for employee memorization and eliminates the reliance on tribal knowledge. Teams utilize technology and habits to create a culture entirely based on guided knowledge.

Explore the Framework

Find & Follow: The Basics

Take this free 30-minute course to learn how implementing the Find & Follow Framework will reduce stress, questions, mistakes, and employee onboarding time.

Enroll for Free Now

Find & Follow: The Book

Find & Follow provides the recipe for solving the knowledge transfer problem and transforming your business. Don’t spend another day wasting your and your team’s time relying on tribal knowledge – get a copy now!

Get a Copy of the Book

Take the first step towards more confident employees

Get Started With a Live Demo