Introducing a new way to support & train confident employees

Stop forcing employees to memorize every process and procedure. Implement a workplace methodology that allows employees to always work with confidence, even in complex and changing environments.

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Discover the Find & Follow Framework

The Need for Find & Follow

Traditional training methods don't work. It's time for a new approach.

If your employees are constantly asking questions or struggling to perform procedures, you're not alone. That’s what happens when teams rely on shadowing and classroom training.

The problem with these methods? It’s like trying to pour a gallon of water into a 16-oz cup. There’s simply too much to retain.

The Find & Follow Framework changes that. Instead of memorizing every step, employees learn one thing: how to find the right guide and follow the steps.

This shift takes the pressure off memorization and empowers employees to focus on the bigger picture.

Better technology and more training won't fix performance issues. Better employee habits will.

The Knowledge Ops Maturity Model

How the Find & Follow Framework elevates your Knowledge Operations

The Knowledge Ops Maturity Model helps organizations assess how effectively they support employee independence. By adopting Find & Follow, teams can move beyond tribal knowledge and build a culture centered on guided knowledge.

How does Find & Follow change your business?

Faster training

Build scalable, repeatable new hire and cross-training programs.

Fewer mistakes

Give employees the resources they need to perform complex tasks.

Fewer escalations

Eliminate "How do I..." by putting knowledge at employees' fingertips.

Less stress

Reduce the cognitive load on employees with guided knowledge.

Better support

Ensure consistent customer and member interactions, every time.

Shorter task time

Speed up operations by removing the need for memorization.

Confident employees

Support confident and independent employees, no matter their tenure.

Increased compliance

Confirm that every employee performs procedures correctly.

How it Works

The four steps to implement the Find & Follow Framework in your organization

The steps below walk you through how to build a Find & Follow program for your team.

Step 1: Plan

Plan & create your company's knowledge resources

Start by identifying what employees need to know and what employees need to be able to do (tip: these are not the same thing!).

Then use the ScreenSteps Knowledge Ops Platform to build micro-courses and digital guides that walk employees processes and procedures.

Step 2: Train

Train employees how to Find & Follow

Next, introduce your team to the Knowledge Ops Platform and resources.

Use real scenarios to practice finding and following guides together. This step will help employees build the muscle memory they’ll rely on in their workflows.

Step 3: Empower

Empower employees to work independently

Once your employees are confident in finding and following your resources, it's time to set them free.

Encourage this habit by having managers redirect questions back to the Knowledge Ops Platform, helping employees trust themselves and the resources.

Step 4: Adapt

Optimize & adjust for continuous improvement

As processes change, your guides can too.

With Find & Follow in place, employees are already used to looking things up, so updates are easier to roll out, and adoption happens naturally.

Find & Follow Course

Learn how to implement Find & Follow in your organization

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

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Customer Stories

How teams are driving massive results with Find & Follow

Explore how teams big and small are leveraging the ScreenSteps Knowledge Ops Platform and the Find & Follow Framework to achieve amazing business results.

Credit Union Supports Loan Officers With Guided Workflows →

Explore how Desert Rivers Credit Union empowered confident and independent loan officers with interactive resources.

High Plains Farm Credit Trains New Hires in Days With Find & Follow →

Learn how this Farm Credit reduced new hire training from months to days with better knowledge sharing.

B2B Technical Call Center Trains New Agents 87% Faster →

Explore how this contact center got new agents up and running faster with a Find & Follow Training program.

Additional Resources

Master the Find & Follow Framework

Use these resources as starting points to learn how to build and run your own Find & Follow program.

The Find & Follow Book

Everything you need to know about Find & Follow, including what the framework is, how to apply it, case studies, and more.

Available on Amazon →

Introductory Course

In this free, 30-minute course, Jonathan introduces the key Find & Follow concepts, including the Knowledge Ops Maturity Model.

Enroll For Free →

Webinar Series

Explore our library of upcoming and on-demand weekly 30-minute webinars. From software tips to Find & Follow examples, and more.

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Frequently asked questions

How do I implement the Find & Follow Framework?

Do I need the ScreenSteps Knowledge Ops Platform to implement Find & Follow?

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Discover what the Find & Follow Framework can do for your business

Reduce escalations, mistakes, and training time with a new way to work and train. Discover the Find & Follow Framework difference today.

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