The solution: Create a one-stop shop for all of their resources
Coming under one roof, connectFirst wanted to create one set of policies and procedures — one way of doing things — that applied to all of its branches. They needed to be able to provide remarkable service to their members no matter which of their branches a member visited or called.
Their main goals were two-fold:
- Merge and standardize documents to create one source of truth
- Make it easy for employees to find information
connectFirst wanted to create a Google-like experience for their credit union, meaning one location where employees could turn to and easily find the answers to their questions. The credit union wanted a one-stop shop where employees could find all the information they needed.
How they made the decision
Going into their search, connectFirst set different criteria that they needed in the new software they purchased. The three main factors they were looking for were:
- Ease of adoption by end-users and content contributors
- Ease of navigation and searching
- Top-notch support and consultation
With more than 740 employees in the company, the new software needed to make it easy to add new employees to the system. Then it needed to be easy for employees to learn.
The software connectFirst chose needed to be affordable. It needed to fit the company’s budget. And the team behind the platform needed to be supportive.
connectFirst wanted a vendor who would be by their side after implementation. They needed guidance and consultation on best practices for how to create, manage, and use their documentation. They needed a partner.
connectFirst wanted a company that would communicate with their team. They wanted a partner that would continue to support the team and care about their company succeeding with the product after the sale was over.
Adopting ScreenSteps as their knowledge base
During their search, connectFirst compared a variety of platforms. That’s when they came across ScreenSteps.
ScreenSteps is a knowledge base software company that simplifies creating, storing, sharing, and using documentation across your organization.
With ScreenSteps, Alaska and her team saw features that solved their problems:
- The software was intuitive to learn
- Importing content was user-friendly
- Documents were easy to edit and maintain
“When our team got the demo, everything looked seamless and easy to edit,” Alaska said. “Importing content was painless.”
In the end, connectFirst chose ScreenSteps to help them merge their divisions’ documents.
Timeline for implementation
In January 2020, connectFirst officially purchased ScreenSteps, but the company didn’t start digging into the implementation process until February 2020. They knew they had a lot of work ahead as they merged the four divisions, but they were excited to get everything organized.
connectFirst launched their knowledge base in November 2020 when the divisions officially came together as one.
connectFirst put a lot of thought into organizing, writing, and editing their policies and procedures.
In preparing their ScreenSteps knowledge base for launch, connectFirst needed to decide on one way to handle policies and procedures. Then they needed to migrate content to their ScreenSteps site.
The largest manual they needed to migrate and edit had 1,500 articles. They condensed that content into 325 articles. They now have 790 articles written across 16 manuals.
Alaska organized content migration with a timeline tracker in Excel. This workbook tracked due dates and divided articles into stages. Then, progress was tracked through three phases:
- One team member imported content into ScreenSteps
- Another validated that the information was correct
- Alaska made final revisions to ensure consistency and use of their style guide
“I was always the last stage for proofreading to ensure all articles looked and sounded the same across the board,” Alaska said.
“The tracker helped us stay focused, but it also reduced the risk of becoming overwhelmed.”
Investing in content coaching with ScreenSteps
The magnitude of scaling their credit union and centralizing their documents meant that connectFirst needed extra support to make sure their implementation succeeded. connectFirst decided to hire ScreenSteps for additional services.
Because of the number of existing documents connectFirst already had, they decided to use ScreenSteps to migrate some of their documents into their ScreenSteps site. This helped speed up the initial transfer of content.
Then Alaska and her team could go through the three phases of content implementation they created.
Once the knowledge base was established with help articles, connectFirst needed to train their employees on how to use the ScreenSteps software.
connectFirst decided to have ScreenSteps support training. In the first step of training, ScreenSteps Head Consultant Jonathan DeVore would meet with a group for a couple hours. He would train employees on the basics of how to use ScreenSteps.
From there, Alaska would take an hour or two to meet individually with employees to answer questions and provide additional support. In total, employees only went through about four hours of training on ScreenSteps.
“Screensteps’ platform is seriously easy to get started with. Our editors had only a couple hours of training to get started and then another hour or two down the line to hone their skills.” Alaska added. “An interesting bonus is that you can use ScreenSteps to teach ScreenSteps — we have a manual just for editors where we house our style guide and additional tips.”
Beyond implementation, Alaska worked one-on-one with Jonathan to learn best practices on how to write policies and procedures and how to take advantage of ScreenSteps’ features.