Is online chat worth it?

Yes! We added chat to our site over a year ago and it has definitely been worth it. I would say that over half of the chat requests we receive are actually pre-sales questions. Often someone just has a question about a feature, an integration or product licensing. By being able to answer their question instantly we have been able to close many sales that would have otherwise been delayed or abandoned. I have spoken with several other users of chat services and they report similar experiences. So, from a strictly monetary standpoint, chat makes a lot of sense.

It is also great as a customer support tool, but this is where you need to be careful. If you don’t have the proper systems and resources in place then online chat can end up taking a lot of time as you try to explain solutions to your customers’ problems. This is where ScreenSteps Live makes a big difference for us. We leverage our ScreenSteps Live documentation site to reduce the time we spend answering support chats.

Using ScreenSteps Live with Online Chat – Basekit

Basekit, one of our customers, has had a lot of success integrating ScreenSteps Live into their online chats. They use their ScreenSteps Live documentation to handle two types of questions, “Does it do this?” (pre-sales questions) and “How do I do this?” (support questions). In the video below Gordon Plant from Basekit explains how ScreenSteps Live is helping them scale their online chat support.

Read our full case study on how Basekit uses ScreenSteps Live

Basekit will even create new documentation in their ScreenSteps Live site during a support chat and send the answer to the user.

How to Leverage ScreenSteps Live in Online Support Chats

Most of the articles in our ScreenSteps Live documentation site answer specific questions such as “How do I configure my desktop software?” or “How do I create a custom template?” When a user asks one of these questions we use the ScreenSteps Live Support Client to find the article that answers their question. The ScreenSteps Live Support Client lets us quickly copy a url that points to the article with the answer the customer needs. Instead of spending a lot of time typing out an answer that is either lengthy and confusing or short and incomplete, we just paste in a url. The user clicks on it and is instantly taken to an article full of detailed pictures that helps them accomplish whatever task they are struggling with.

This works even better with more involved chats. Sometimes we have customers that are trying to accomplish a more complex task. We can point them to the articles they need for each step of the process. Many times I will send multiple articles in a chat and the customer will reference them after the chat session has ended. Once again this saves us and our customers a lot of time and spares us a lot of the confusion that is inherent in text only communications.

The best part is that our customers love it. They will often read a help article that we have sent them, come back to the chat and thank us for providing such clear instructions. Like Gordon said in the video above, it is a great outcome for both of us. The customer is happy and we don’t spend all day typing.

1. It had to be beautiful
2. It had to make it easy for end-users to “discover” information
3. It had to be more customizable than what we had previously offered
4. It had to be easy to set up and maintain

After a lot of long nights we are very happy with the results. We think you will be too.

The New Look

We know that our users want to create beautiful documentation with a minimum of fuss. The new ScreenSteps Live template has a very pleasant styling that helps you look great right from the start.

Better Navigation

With this new release we really wanted to focus on discoverability. It has always been really easy to search your documentation on ScreenSteps Live. We wanted to make it easier to browse. We have added a new chapters sidebar widget that displays all of the chapters for the current manual making it easy for your users to browse your ScreenSteps Live site.

Better Lesson Presentation

We have also improved the presentation of lessons:

1. The search box is now more prominent
2. Manual navigation appears right at the top of the content area
3. The formatting of lesson content has been improved

We have also added a new lightbox effect for viewing oversized images. Here is the zoom icon:

And the zoomed image:

Better Customization

With this new release we have added a lot more customization options. You can now do the following:

1. Add custom javascript (ideal for adding Google Analytics or any other tracking code to your site)
2. Customize all text strings (this will be especially useful for our international users)
3. Control what items appear in your sidebar.
4. Have more consistent HTML markup for adding custom CSS

Adding custom javascript

Customizing text strings

Customizing sidebars

You now have complete control over what items appear in your sidebar. You can even choose whether you would like your sidebar to appear on the left or on the right.

Improved Markup

We have also gone back and totally redesigned the HTML markup giving you many more id’s and classes to allow you to customize all of the elements on the page with custom CSS.

How to get it

The new templating system is currently in beta. It you would like to try it out just follow the instructions here:

Activating the new template on your space

See an Example and Give Us Feedback

You can see an example of the new ScreenSteps Live template here:

ScreenSteps Live New Template Example

We would love to hear your feedback on the new look and functionality. We really think this new template will help you create beautiful documentation with less work.

Auto Comparing Manuals

ScreenSteps Live is being used among larger and larger teams. Our users told us that they were often unsure if the manual they had in their desktop software matched the latest content that had been posted to ScreenSteps Live.

You have always been able to perform a check to see everything was up to date but that was a step that was easy to forget. Our users told us that they wanted ScreenSteps to automatically check for them, letting them know if there were any changes they needed to download.

We are happy to announce that, as of version 2.8.7, ScreenSteps will automatically compare your manuals for you. Watch the video below for an overview of how it works.

Managing Redirects

The beauty of ScreenSteps Live is that it lets you evolve your documentation over time. But as your documentation grows you may find that you need to reorganize things. You may want to split lessons out into a new manual or bucket, or consolidate two manuals down to one. But what do you do with those inbound urls that are pointing to lessons, chapters, buckets and manuals that aren’t in your ScreenSteps Live site anymore?

With the new Redirects feature you can now redirect outdated urls to your current content. Watch the video below for an overview of how it works.

Finally, if you are using ScreenSteps Live to support your customers you should really check out our new ScreenSteps.me service. It is a great addition to the customer support process.

That is all for now. We hope you find these new features useful and that they help you spend even less time creating your documentation ;).

A couple of weeks ago we redid the design of our own ScreenSteps Live site. As part of the redesign we wanted to tie our ScreenSteps Live site into our Zendesk help desk. We use Zendesk to manage our support tickets and recently moved our forums over to Zendesk as well. The goal of the redesign was to bring our help tickets, forums and software documentation all together into one consistent interface for our users.

We are very happy with how things have turned out. We know a lot of our customers would like to do something similar so we have prepared several resources that will help you more tightly integrate Zendesk and ScreenSteps Live. As of today you can do the following:

1. Add a Zendesk custom template to your ScreenSteps Live site.
2. Add a “Documentation” tab to your Zendesk site that will point to your ScreenSteps Live site.
3. Add a “Documentation” search widget to the front page of your Zendesk site.

We have also prepared a new video that showcases all of the ways you can integrate ScreenSteps Live with Zendesk:

Since we were going to be driving more of our users to our Zendesk site we wanted to customize the presentation a little more. This is what we did:

• Customized some basic CSS – mainly just changed the colors for some elements.
• Added our own navigation tab that pointed to our ScreenSteps Live site (details here).
• Added our Provide Support customer chat link to the Zendesk template using some custom javascript.

Everything was looking pretty good. But when users clicked on the Documentation tab they were taken to our ScreenSteps Live site that didn’t look at all like our Zendesk site. That wasn’t very good. So we added a custom template to our ScreenSteps Live site to make it look like our Zendesk site. You can see the results here:

• Our Zendesk site
• Our ScreenSteps Live site

There is a slight difference. The Zendesk site has a liquid layout while the ScreenSteps Live site has a fixed width. I probably could have done the liquid thing on ScreenSteps Live but I wanted to change as little of the Zendesk CSS as possible just to keep things simple.

So far we are really happy with the solution. We are able to bring together the best of ScreenSteps Live and Zendesk and still present a common user interface to our customers.

Using jQuery this is pretty simple. You can use the technique below to add any tab you like to your Zendesk support page. The full details of how we did this can be seen in our ScreenSteps Live API manual. In this post I will just go over the javascript we used.

Insert a new Tab

First we want to use jQuery to insert a new tab into the main navigation. The main navigation on Zendesk is just a ul with an id of green. We are going to insert our new navigation after the FORUMS tab. That has a class of .tab_forums. So here is the code:

  jQuery("div#top-menu ul#green li.tab_forums").after('<li class="main tab_documentation"><a class="tab" href="http://help.screensteps.com">Documentation</a></li>');

As you can see we are just creating our own li element with an anchor tag in it.

Some Clean Up

We could stop there but Zendesk adds little dividers between the non-active tabs and the dividers don’t appear around the active tab. This creates a problem since we have inserted a new tab that Zendesk didn’t know about when it loaded the page. To make their tabs look right Zendesk adds a first class to the li element that appears right after the active tab. See the diagram below.

Now look at what happens when we insert our new li element:

Notice the extra bar next to the navigation.

We want to fix this so let’s add a little more jQuery.

  if (jQuery("div#top-menu ul#green li.tab_forums.active").length) {
    jQuery("div#top-menu ul#green li.first").removeClass("first");
    jQuery("div#top-menu ul#green li.tab_documentation").addClass("first")
  }

This will check to see if the .tab_forums tab is active. If it is we remove the .first class from li element that has it and add the .first class to the tab we just inserted.

And now the page looks correct.

The next step for our integration is to customize our ScreenSteps Live template to blend in better with our help desk. We will post about that later.

This is an interesting development in several ways and shows what challenges small businesses, non-profits and educational institutions are facing.

Applications in general are becoming more modular in nature. Looking at our own business, we use separate applications for:

• Help desk
• Online knowledge base
• Email marketing
• CRM
• Project management

We much prefer this approach because instead of getting one app that does a lot of things “kind of well”, we get several apps that do one thing really well.

But this also presents a challenge – integrating all of these apps into a consistent workflow that works for our business. The vendors of the various applications can’t possibly provide documentation on how we will use these products together. If that documentation is going to exist we need to create it because it only applies to us.

For a long time we have used ScreenSteps and ScreenSteps Live to help ourselves make better use of the technology we purchase. We create documentation that is primarily for internal use. This benefits our business in a variety of ways:

• We spend less time re-learning workflows
• When someone is not around it makes it easier for other workers to take over their responsibilities.
• It makes it easier to add new people to our team on a temporary or permanent basis.
• It helps us integrate the various products/services we use more efficiently.

When we first launched ScreenSteps we were telling a lot of businesses that they should be following this same method of documenting things internally, but our suggestions seemed to largely fall on deaf ears. The companies we were talking to were interested in creating documentation for their customers, but not their employees.

But over the last few months we have really seen a change. We are talking to many more customers that are primarily using ScreenSteps to support their internal employees. We recently did a case study on Jenna Baze at Aero-Metric, Inc. using ScreenSteps and Google Sites to support her colleagues on Salesforce. Her primary job is to keep the sales team running efficiently. Good documentation helps their business run better.

We also did a case study on Judi Sohn at C3. Judi is using ScreenSteps and Google Sites to help her non-profit use Salesforce, WordPress, and other technologies..

We have also seen an uptick in interest from school districts and universities (one of the early adopters of ScreenSteps Live was Saddleback Valley Unified School District who grasped onto the concept of building visual knowledge bases right away and has had fantastic results.)

All these organizations have faced the challenge of getting the maximum benefit out of the technology products they are using. They want to turn technology features into business results. Documentation is helping them do that. ScreenSteps is helping them create that documentation more quickly and more clearly.

We are seeing this shift on ScreenSteps Live as well. Previously we would only hear from users who wanted to use ScreenSteps Live to support external customers. The thought was that internal employees could somehow get by without the same level of support that customers needed. But in recent weeks I would say at least half or more of our ScreenSteps Live customers are starting to use ScreenSteps Live for internal help files as well as external facing material. We are also seeing an increase in users who are only using ScreenSteps Live for internal facing help files.

It is an exciting time to be a small business. There are so many tools available that help you accomplish quite a bit with limited resources. The trick is tying it all together. Creating clear and simple documentation that is specific to your business or organization, regardless of the documentation tool you use, can really help you get the most out of your technology investment.

To accomplish this we have added a new feature to ScreenSteps Live that lets you embed ScreenSteps Live lessons as iframes. But this isn’t your standard iframe. By adding the right extension to your ScreenSteps Live url you can get an iframe that only displays the lesson content, not all of the other ScreenSteps Live navigation. The result looks much better when embedded into TeamSupport Knowledge Bases. Watch the video below for an overview of how it all works:

If you want to see how to set up the ScreenSteps Live Support Client to copy iframe tags as shown in the video you can find instructions here:

How to create an iframe Clipboard Template

It’s not MacHeist’s fault. It’s due to software vendors being totally unprepared for the flood of new users they are guaranteed to receive when they participate in something like the MacHeist bundle.

Here is a summary of my experience with several software packages in the MacHeist bundles*:

1. Purchase the bundle and download the software. This usually goes quite well. MacHeist does a pretty good job of making sure the purchasing and retrieval of the software keys goes smoothly.

2. Install and start using the software. Sometimes I get far. Sometimes I don’t. A lot of the applications in the MacHeist bundles are basically in a beta state. There are often bugs or incomplete/unintuitive features.

3. Go to company site to look for information. My first step is always to see if there is some documentation or at least a user forum. Of the product sites I have visited from the MacHeist bundle I have never seen any form of legitimate documentation. There might be 3 or 4 FAQ’s but not much more than that.

4. Contact support. Since there seems to be no hope of getting help on the website I contact support via email. Inevitably I get an email back that says something to the effect that they are buried in emails and will get back to me as soon as possible. I have never heard back from any of them.

So what is the result? I have a bunch of software that I got a great deal on that I never use. This is a missed opportunity for the vendor (I am certainly not going to recommend their product to anyone) and MacHeist since the whole process leaves a bit of a sour taste in my mouth.

I have essentially come to equate MacHeist products with terrible customer support. I doubt that is what the developers want. They are probably very nice people who work very hard. But they got flooded in support requests and weren’t able to keep up. They are like someone living in the time of Noah who decides to build an ark after the rain starts to fall. Guess what? It’s too late. You aren’t going to catch up.

Build the Ark Now

So, if you are thinking about having your product in one of these bundles consider me the crazy old man with the long beard who is telling you that the flood is coming. BUILD YOUR ARK NOW.

How do you build your customer support ark? It doesn’t have to take a lot of time or a lot of money. Here are 3 simple things you can do to make sure you don’t drown. (Note: If you don’t like the services I recommend here then swap out your own. Just make sure that you have a solution in each product category.)

3 Steps to Surviving the Flood

1. Get a Help Ticketing System

If you get any volume of support emails, your basic email inbox is going to break. Immediately. You need to have some sort of ticketing system. There are all sorts of solutions out there, but for the independent developer I am going to recommend Zendesk. If you have other suggestions for 1 or 2 people shops please post them in the comments below. Zendesk costs $9/month for the solo plan.

With a ticketing system you will be able to track which customers you have responded to and which you haven’t. If you keep getting the same questions over and over again you can set up macros with automated responses.

Also, remember that all help ticketing systems are not created equal. A free help ticketing system that is hard to use will end up costing you much more than $9/month. Zendesk is simple to set up and at $9/month your ticketing system will pay for itself in the first 30 min. Don’t be cheap. Do it.

2. Prepare two or three screencasts

This costs a little more money and takes more time. We personally use Screenflow which costs $99. It’s worth it. Record one or two videos giving an overview of what your product does and some of the features in the product. Don’t try to document your product using video. That will take too long and you don’t have time. You should be able to create 1-3 two minute videos that you can publish to YouTube and embed in your site. As an added bonus, YouTube videos will be playable on iPhones and iPads.

Why do this? You are part of a bundle. Many people will purchase the bundle without any clue about what your software does. They are going to come to your site looking for more information. A few good videos will go a long way in helping them understand what your software can be used for. (I know that MacHeist produces overview videos on their site but you need something on your site as well.)

If you want a good breakdown of what content you should include in your videos, check out our webinar “Video, Screencasts and Still Images – Using the Right Tool at the Right Time“.

3. Prepare some documentation/help files

I know you don’t want to. I know that you are saying, “But the software isn’t done so the documentation might change.” That doesn’t matter. Your job isn’t to have complete documentation. It is to keep from drowning in support requests. If you can anticipate the top 10 questions users are going to have and answer them in your documentation you will save yourself hours of time.

“Wait!” you are saying, “Nobody reads documentation.” It doesn’t matter if they read it. You are going to reference it when you reply to support tickets. Sending links to task-based documentation that includes pictures closes your support tickets more quickly. Just make sure that your documentation follows a task based approach that is optimized for use in the customer support process.

Don’t bother with a PDF file. It is going to be out of date before the first 10 support tickets are created. Publish your help files to the web so that you can update them whenever you need to.

If you need tips on how to structure your documentation for use in the customer support process, check out our webinar “Why Your Documentation is Useless and How to Fix It“.

Might I humbly suggest that you look at our product ScreenSteps Live to create documentation/help files really, really quickly. It costs $19/month for a single user and includes everything you need. Most importantly, it will help you respond quickly to support requests with clear, easy to follow instructions. By responding with visual documentation you will close your support tickets much more quickly.

Even if you don’t use ScreenSteps Live, do some form of documentation and make sure you include lots of pictures.

Budgeting Your Preparation Time

I know you don’t have much free time. Your software is about to go out to thousands of people and it isn’t even close to finished yet. That’s all right. Here is how to budget your time.

1. Sign up and configure Zendesk: 30-60 minutes
2. Create 2-3 videos: 1 day
3. Create some documentation: 30-60 minutes. (If you are using ScreenSteps. If not then it might take you a bit longer.)

You should be able to get everything set up and content created in 1.5 – 2 days. Doing this now will save you hours and hours once the support requests start coming in.

Budgeting Your Money

The approach I have laid out isn’t expensive. You say you don’t want to have recurring costs? No problem. Once the support requests have died down, cancel your Zendesk and ScreenSteps Live accounts. You can pull everything out of Zendesk with their API. With ScreenSteps Live you can publish your same content to static HTML pages and then host them on your site if you don’t want to pay the monthly fee.

But during the flood you want services like this in place because they will help you respond more quickly than the do-it-yourself alternatives.

Total cost for everything I have described:

Depending on what your time is worth this just needs to save about 2 hours or less of support time in that first month to pay for itself. And all you need is a handful of people to recommend your software to someone else because of your great customer support to totally zero out the cost.

The Flood is Coming – Build the Ark Now

If you are participating in a bundle like MacHeist, the flood is coming. MacHeist and companies like them are very good at generating a lot of customers for you. If you build your support ark before the customers come you’ll be all right. But if you wait until the rain starts to fall it will probably be too late.

* NOTE: I should say that there is one app that I got via a MacHeist bundle that I absolutely love, Picturesque. It does one thing and does it well. I have never had to contact their customer support.

Page Titles for Custom Templates

Until now, custom templates could only have a single page title setting. This was a real pain if you were using some sort of tracking code in your custom template because your reports would show every page as having the same title. Also, serving up every page with the exact same title didn’t do much for SEO optimization.

But now if you add the following code to your custom template you will get improved page titles.

<title>{{ page_title }}</title>

The page title is constructed as follows:

space_title | manual_or_bucket_title | lesson_title

Google Translator

Many people have asked about the Google Translator widget we have on the sidebar of our lessons. It is a quick way of letting users translate your lessons into whatever language they need. The translations may not be perfect but in most cases they are close enough. You can now add this to your custom template by inserting the following code:

{% assign show_translator = true %}

Important: The Google Translator can only be added to public spaces.

There are also a few other options which we have documented in the following two lessons:

• Preparing a Custom Template
• Experimental Custom Template Additions

We hope that you find the new features useful.

Updated API Documentation and API Change

Over the last few weeks we have been doing a lot of work on the ScreenSteps Live API. We are little embarrassed to say that our documentation of the API has been a little lacking. But no more. We have expanded the API section of our documentation with example xml from all of the different documented API calls. We have also consolidated all of the API resources into a single manual to make it easier to get information.

One important change – While working on the documentation we noticed a problem in the xml for the tag information of a lesson in a manual. Currently the xml node for tag information for a lesson in a manual looks like this:

<lesson>
  <tags>
    <name>The Tag Name</name>
  </tags>
</lesson>

It should be:

<lesson>
  <tags>
    <tag>
      <name>The Tag Name</name>
    </tag> 
  </tags>
</lesson>

There was a missing tag node. This will only affect you if:

• You are using the API to display the contents of a lesson AND
• The lesson is in a manual AND
• You are displaying the tags for that lesson via the API

View the New API Documentation

RSS Feeds For Spaces, Buckets and Manuals

We have added RSS feeds for your spaces, buckets and manuals. With RSS feeds your users can keep up to date on new lessons that you are adding to your space, manual or bucket. If you are using the standard template, then the RSS feeds are already active in your account.

If you are using a custom template then you will need to add the new rss tag inside of the <head> tag of your custom template. The new tag is:

{{ rss }}

New Search Widget To Add To Your Site

We have also released a new ScreenSteps Live Search Widget that uses standard HTML and Javascript. This means you can insert it anywhere on your website or in other web applications that let you add custom HTML and Javascript. Here are a couple of links that can you started with the widget.

Adding a ScreenSteps Live Search Widget to Your Site

Or you can look at one of the implementations we have created using this widget in FogBugz:

Adding a ScreenSteps Live Widget to FogBugz

Linking Between Lessons in Manuals

ScreenSteps 2.8 is just about ready for release. One of the key enhancements is the new ability to link between lessons in a manual. You can see an example here. This really adds a lot of flexibility when publishing your manuals to ScreenSteps Live.

If you would like to get the beta you can download it now:

Download the ScreenSteps 2.8 Beta

• Retrieve spaces, manuals, buckets and lessons
• Search spaces, manuals and buckets
• Get lessons for a given tag in a space, manual or bucket
• Create tasks in your ScreenSteps Live account

We hope that this will make it easier for Rubyists to integrate ScreenSteps Live with their Ruby applications.

You can download the latest version of the library at GitHub: http://github.com/bluemango/ScreenSteps-Live-API-Ruby-Wrapper

Several of the ideas for setting up the library were taken from the Batchbook ruby library.

• Search Widget – Search the content of your ScreenSteps Live account from within Zendesk. Click a button to automatically copy a link to one of your ScreenSteps Live lessons right into the current ticket.
• Create ScreenSteps Live Tasks Widget – ScreenSteps Live lets you create tasks for lessons that need to be created by authors on your account. Now you can create new tasks right from within Zendesk. A link to the original Zendesk ticket will be included in the task.

The video below gives you a quick overview of the two widgets:

We wanted to show you a bit of what is coming in ScreenSteps 2.7. We are always trying to make it easier for our users to communicate visually and ScreenSteps 2.7 is going to make a major improvement in that area.

Two big features coming to 2.7 are:

• Copy lesson to clipboard
• Drop shadows

Below is a video showing off the copy to clipboard feature. You can now copy the contents of your ScreenSteps lesson to the system clipboard and paste it into a new email message.

This is going to help you use ScreenSteps in a completely new way. Some great uses of this feature will be:

• Customer support
• Submitting bug reports
• Demonstrating the flow of an application to a colleague
• Any type of visual communication via email

We hope to have a public beta in the coming weeks. With 2.7 we are still trying to help you do more than just capture screens. We want to help you communicate visually. This upgrade will be free for all 2.x owners so, if you purchase during this weeks sale you will be entitled to the 2.7 upgrade at no additional cost. We think you are going to love this.

Starting Today! The Sale that Goes Stale

Last month we had our biggest sales month ever and two weeks ago we had our biggest single sales day ever. Thank you so much to all of you who are using ScreenSteps and especially all of you who are telling your friends and colleagues about it.

To thank everyone for their support and to celebrate Thanksgiving we are having a Thanksgiving sale. But this isn’t your standard sale. It’s the “sale that goes stale”.

Monday and Tuesday – Fresh – 40% off of all Blue Mango Products

Wednesday – Like day old bread – 30% off

Thursday – Why are you shopping anyways? You should be eating turkey – 20% off

Friday – stale – 10% off

The sale begins now (Monday, November 23, 2009) and isn’t combinable with any other offers. The percentage off can be applied to ScreenSteps Standard, ScreenSteps Pro, or to the first three months of a ScreenSteps Live account.

For ScreenSteps Live the discount applies to the first 3 months of your plan. So, if you signed up for a Solo ScreenSteps Live account at $19/month you would only pay $11.40/month for the first three months. This applies to any plan.

All you need to do to take advantage of the sale is use the coupon code: THANKS

• Purchase ScreenSteps Standard or Pro
• Sign up for a ScreenSteps Live account

NOTE:

• This coupon code is not combinable with academic discounts and won’t work in our academic store
• The coupon code is only applicable to new ScreenSteps Live accounts

Visual knowledge bases combine images and text to provide clear answers and instructions to your customers and users. Visual knowledge bases have the following advantages:

• They have full text search – unlike video libraries.
• They have clear visual information to help users complete tasks quickly – unlike traditional, text-based, knowledge bases.
• They are easy to update when things change – unlike video libraries.
• They are faster to create than either a video library or traditional knowledge base.

The video goes through the entire process of creating a visual knowledge base including:

• Signing up for an account
• Going through the new account setup wizard
• Configuring your ScreenSteps Desktop software to post to ScreenSteps Live
• Posting your first manual to ScreenSteps Live
• Customizing the design of your ScreenSteps Live site

You can view the video below.

The new account setup wizard on ScreenSteps Live really makes it easy to get your ScreenSteps Live site up and running quickly.

Webinar – Creating Visual Knowledge Bases with ScreenSteps Live

A lot has been added to ScreenSteps Live over the last month. To help introduce existing users to the new functionality and introduce new users to ScreenSteps Live we have scheduled a webinar for this Friday, Nov. 20, at 10am EST. Topics covered will include:

• The basics of creating visual knowledge bases
• Understanding the difference between buckets and manuals on ScreenSteps Live
• Introduction to the new “tasks” feature
• Introduction to new color customization options for spaces on ScreenSteps Live

We will of course leave time for answering questions from attendees. You can register for the webinar here:

https://www1.gotomeeting.com/register/943393976

We hope to see you there.