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The Governance Model Behind a Self-Service Training Video Library
The Governance Model Behind a Self-Service Training Video Library
A new hire opens the LMS looking for one video: how to submit an expense report. Three versions show up, with different upload dates and no indication of which one matches the current policy. They give up and message a coworker instead. What’s missing is structure, the thi …
How to Match Customer Education Formats to Each Moment
How to Match Customer Education Formats to Each Moment
Most customer education teams have a favorite format, and video usually wins. A team ships a great onboarding video, watches engagement numbers climb, then starts routing every new customer moment through the same camera and timeline, whether it fits or not. Renewal reminders, po …
One Knowledge Management Strategy, Not Three Separate Plans
One Knowledge Management Strategy, Not Three Separate Plans
An employee asks an AI assistant how to reset a customer’s password. It surfaces last year’s training deck, a support article, and a help doc. All three give different answers. That’s what happens without a knowledge management strategy: a unified plan for captu …
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