What Is ScreenSteps?

ScreenSteps is a KnowledgeOps platform designed to help organizations manage and share knowledge efficiently. It addresses the challenges of inconsistent, informal knowledge sharing (often called "tribal knowledge") by providing structured, accessible guides and resources that employees can rely on as a single source of truth.

• ScreenSteps centralizes organizational knowledge.
• It transforms informal, scattered information into structured guides.
• The platform supports both in-the-moment guidance and broader learning.

Key Terms

Understanding ScreenSteps involves several important concepts:

• Tribal Knowledge: Unwritten, informal knowledge shared between employees, often leading to inconsistencies and inefficiencies.
• Guided Knowledge: Structured, accessible information that employees can search, browse, and follow without relying on memory or coworkers.
• Knowledge Hub: The central repository in ScreenSteps where guides, articles, and manuals are stored and accessed.
• Manuals, Chapters, Articles: The organizational structure within the Knowledge Hub, where manuals contain chapters, and chapters contain articles (guides).
• ScreenSteps Sidekick: A browser extension that provides quick access to relevant guides within other applications.
• Courses: Learning modules that provide broader context, background, and training on topics.
• Tribal knowledge can lead to inconsistent answers and stress.
• Guided knowledge ensures everyone accesses the same, up-to-date information.
• ScreenSteps organizes information into manuals, chapters, and articles for clarity.

Background: From Tribal Knowledge to Guided Knowledge

Many organizations start with knowledge being shared informally—employees ask each other questions or rely on memory. This approach is risky, especially when procedures or policies change, as it can lead to mistakes and inconsistent responses. New hires may struggle to learn, and updates to information can take a long time to reach everyone.

ScreenSteps helps organizations move from this informal "tribal knowledge" model to a "guided knowledge" model. In guided knowledge, employees use a centralized resource to find answers, follow procedures, and access up-to-date information quickly and reliably.

• Tribal knowledge is inefficient and error-prone.
• Guided knowledge improves consistency and reduces employee stress.
• Centralized resources make onboarding and updates easier.

Why Structured Knowledge Matters

Having a single, trusted source of information helps employees respond to questions and requests accurately and efficiently. This reduces interruptions, speeds up onboarding, and ensures that everyone follows the same procedures. ScreenSteps enables organizations to create guides that are easy to find and follow, whether the need is for simple information, step-by-step instructions, or decision trees for complex situations.

For example, in a financial institution, employees might need to know wire transfer cutoff times, how to schedule internal transfers, or what to do when a customer passes away. With ScreenSteps, these answers are readily available, reducing reliance on memory or coworkers.

• Structured guides reduce errors and inconsistencies.
• Employees can find answers without interrupting others.
• Complex procedures can be broken down into clear, actionable steps.

ScreenSteps Platform Components

Knowledge Hub

The Knowledge Hub is the core of ScreenSteps, where all guides, articles, and manuals are stored. Employees can search or browse to find the information they need, organized by topic and task.

• Centralizes all organizational knowledge.
• Organizes content into manuals, chapters, and articles.
• Supports search and browsing for quick access.

Courses

Courses in ScreenSteps provide broader learning opportunities, such as context, background, and the "why" behind procedures. These can include videos, modules, and learning paths to help employees understand topics more deeply.

• Courses offer in-depth training and context.
• Employees can learn at their own pace.
• Supports onboarding and ongoing education.

ScreenSteps Sidekick

ScreenSteps Sidekick is a browser extension that allows employees to access relevant guides directly within other applications, such as CRMs or marketing platforms. It can suggest articles based on the user's current context and allows for quick searching and bookmarking.

• Provides in-app access to guides and procedures.
• Suggests relevant articles based on user activity.
• Enables notifications and updates within the workflow.

Maintaining and Improving Knowledge

ScreenSteps includes features to keep knowledge accurate and up-to-date. Employees can give feedback, request new articles, or suggest improvements. Reporting tools show which content is most used and what employees are searching for, helping identify gaps or outdated information. Content can be set for periodic review and certification to ensure ongoing accuracy.

• Feedback loops help keep information current and relevant.
• Reporting identifies popular content and knowledge gaps.
• Regular review and certification maintain trust in the knowledge base.

How ScreenSteps Transforms Information into Knowledge

ScreenSteps provides tools to convert raw information—such as emails, documents, or conversations—into structured, actionable guides. AI features help reformat content for clarity and usability, making it easier for employees to follow and apply. The platform supports collaborative editing, track changes, and version history, ensuring that guides are accurate and trustworthy.

• AI tools help structure and clarify information.
• Collaborative features support content accuracy and improvement.
• Version control ensures guides remain up-to-date and reliable.

Summary

ScreenSteps enables organizations to move from informal, inconsistent knowledge sharing to a structured, reliable knowledge system. By centralizing information, providing easy-to-follow guides, and supporting ongoing feedback and improvement, ScreenSteps helps employees perform their tasks confidently and accurately.

• ScreenSteps replaces tribal knowledge with guided, accessible resources.
• The platform supports both just-in-time guidance and broader learning.
• Ongoing feedback and review ensure the knowledge base remains accurate and useful.