Overview: The Purpose of an Article

An article is designed to answer a specific question or provide information that helps someone understand a topic or perform a task. In the context of ScreenSteps, articles serve as a means to transfer operational knowledge to employees, enabling them to respond effectively to various situations they encounter in their work.

• Articles address questions or information needs.
• They help employees perform tasks or understand concepts.
• The main goal is to transfer knowledge efficiently.

Types of Questions Articles Address

Articles can address a variety of questions, including:

• Foundational questions: Such as "What is online mobile banking?" These help users understand basic concepts, the purpose of something, or when and how it is used.
• Informational questions: For example, "What are the cutoff times for a wire transfer?" These provide specific facts or details.
• Procedural questions: Such as "How does a member schedule an internal transfer?" These explain how to perform a task, often in a step-by-step manner.
• Decision-based questions: For example, "What do I do if a member passed away?" These may involve following a process that depends on specific circumstances.
• Articles can be foundational, informational, procedural, or decision-based.
• Each type addresses a different kind of employee need or input.

Why Articles Matter in the Workplace

Employees regularly encounter situations where they need information or guidance. Articles help by providing quick access to the knowledge required to respond to these inputs, perform tasks, and make informed decisions. This supports employees in doing their jobs confidently and efficiently, while also enabling them to learn as they work.

• Articles empower employees to handle diverse situations.
• They promote confidence and learning on the job.
• Efficient knowledge transfer improves operational effectiveness.

Key Terms

Article: A written resource that answers a question, explains a concept, or describes how to perform a task.
Input: In ScreenSteps terminology, an input is any question, request, or situation that requires a response or action from an employee.

• Inputs can be questions, requests for information, or task instructions.
• Articles are created to help employees respond to these inputs.