If you have an internal ScreenSteps knowledge base for employees, but you notice that employees aren't using it like they could (and should), then you might have what I call a cupcake problem.
The "Cupcake Problem"
The "cupcake problem" goes like this: You bring cupcakes to the office, but nobody is eating those cupcakes, and you're not sure why.
3-Part Process
I'm going to take you through a 3-part process to figure out why most people aren't eating your cupcakes...er, I mean using your internal documentation like SOPs, policies, and job aids.
It consists of 3 questions:
- Do you have the right kind?
- Have you made it easy for employees to find?
- Are they any good?
So, let's get started with the first question: Do you have the right kind?