Product Training, Onboarding, Help Documentation & Microlearning

Why You Should Start Engaging Users with Context Sensitive Help

We’re used to thinking of context sensitive help as those archaic, painful-to-behold dialog boxes that would pop up on top of an error message or of Clippy, Microsoft’s over-eager and perpetually mistimed Office assistant. Thankfully, the practice of unhelpful help, or context-insensitive help, is gradually slip-sliding away.

 

Clippy’s demise, it turns out, is not only the result of its overbearing and interrupting presence, but can also be attributed to the fact that women found him creepy and leering. There’s a lesson in there somewhere about gender and customer listening, I’m sure.

 

clippy old CSH

Clippy and  friends

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Comparative Analysis of Iridize and WalkMe in 2017

As the two leading market solutions, Iridize and WalkMe are normally the two final professional solutions companies need to decide between. In this post we try to help you discover the differences between the solutions and to describe the benefits of Iridize over WalkMe to certain customers.

 

iridize vs walkme

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Get More out of Salesforce Employee Training with These 4 Tips

Onboarding a CRM tool in the employee training framework is more than showing employees how the platform works. It is about “selling” the employee the need to use the software by highlighting its benefits for her or him.

 

Everybody knows Salesforce, and while the platform is designed to be fairly easy to use, there are still many hidden features your users could benefit from, and smarter way to use the platform that could save time and help your team get the most out of the ever-growing sales tool.

 

salesforce onboarding tips

 

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The Best Training Tools for Onboarding New Employees

An expensive part of business, no matter your industry, is bringing in new employees. The expense of replacing an employee can cost anywhere from two months to two years’ salary depending on the industry and the level of responsibility. It makes sense, then, to have an effectual training program in place to effectively onboard new employees.

 

The trick is, of course, to successfully reduce the amount of training time without harming the effectiveness and quality of the training. The key to making this transition is by embracing available technology to make training a breeze.

 

welcome sign training tools for onboarding new employees

 

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Getting Microcopy to do the Heavy Lifting in Your Help Documentation

I think we can all agree that articulation is one of the corner stones of good help documentation. Explaining how things work requires a great deal of clarity, structure and the extraordinary ability to break complex ideas and actions down to simple, applicable steps.

 

On the Importance of Intuitive Guiding

One of our most essential tools when structuring a guide is intuitiveness. We lean heavily on commonly used terms to make an explanation more approachable. “It’s like X”, is how we often clarify a clouded notion.

 

Intuitiveness is defined by how familiar an experience is to a user and how little learning they have to commit to, in order to acquire this skill/know-how. Writer John Pavlus put it best:

 

A pen is “intuitive” because you’ve used a zillion pens, pencils, crayons, markers, and stick-shaped inscriptor-tools in your life. A computer mouse is “intuitive” for the same reason (if you were born in or after my generation). If you grew up 500 years ago in an agrarian society, you might think a plow or a scythe was pretty damned intuitive. Would you know what the $#*& to do with a plow if I put it in your hands right now? “

 

  

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Happy New 2017

Wishing all our friends, customers and partners a wonderful Christmas/Hanukkah and a splendid 2017 all around.

 

 

5 Ghosts of Old Training Mistakes that Will Come Back to Haunt you

Halloween is a wonderful opportunity to air old skeletons in our closet and confront our greatest professional fears, which we normally keep well hidden and tucked away during the year. Training strategy is something we work really hard on all year round, but we only get a chance to address it with a spooky, tongue-in-cheek tone once a year, so of course I couldn’t resist.

Memo, The Goldfish Ghost of the Forgetting Curve

The Forgetting Curve is gaining more awareness in the training sphere. According to scientist Herman Ebbinghaus, most learners lose over 40% of what they’ve learned within the first 20 minutes. By the 6th day, most of lose 80%-90% of what we’ve learned. Not unlike a goldfish. Mind-boggling.

 

Training professionals and CLOs are becoming increasingly aware of this painful side effect of the training process, and are looking for new methods and technologies to beat this plague. Needless to say, users who were trained ineffectively usually turn to customer support when they run into functionalities they don’t recognize. This results in massive need for support, where training should have addressed the issue in the first place.

iridize_forgot-the-forgetting-curve

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