Even when manuals are created and maintained, it is often the case that staff in the field do not actually read them.
Many people struggle with how to make it easier for users to find the manual they need.
The most common way users look for manuals is through Folders, but in order to ensure users can properly find manuals, it is important to prepare not just one, but a variety of browsing paths.
First, prepare devices that can be used to view manuals in the field
Even if manuals are all available in Teachme Biz, they will not be used if an environment where users can immediately view them when needed is not in place.
Especially in retail or food service industries, it is common for manuals to only be viewable on a single PC in the break room.
When situations continue where there is no device at hand when needed, or someone else is using the device, the habit of viewing manuals will not take root.
If it is difficult to prepare a device for every person, simply preparing multiple shared devices can be effective.
Tablets and smartphones are portable, so temporarily lending them to employees or staff who especially need to view manuals, such as new hires, is also recommended.
While cost is a concern, it is extremely important to first establish an environment where Teachme Biz can always be accessed easily, such as by building out the network or implementing BYOD*.
*Bring your own device: A practice where employees bring their personally owned mobile devices to the workplace and use them for work purposes
Once viewing devices are in place, work on improving access flow and making use of features to make manuals easier to find.
There are multiple main browsing paths for manuals
When browsing manuals, users find them through one or more of the following paths.
- Finding manuals by navigating through Folders
- Finding manuals by navigating through the portal page
- Finding manuals by searching with the "search function"
- Having manuals individually delivered by an Administrator using the delivery function (Viewer does not need to search)
- Finding manuals by making use of other convenient features
Which path has the highest usage rate
Among the multiple paths available, the one users most frequently choose is:
- Finding manuals by navigating through Folders
This is the most common method.
It depends on company culture and Folder structure, but in companies where this is common, around 70% of users find manuals this way.
※ This reflects the situation before the portal page feature was released in September 2023.
Therefore, it is recommended to first review and improve the path of "finding manuals by navigating through Folders."
Finding manuals by navigating through Folders
Properly organizing the Folder structure is the quickest way to help users find manuals.
When creating Folders, they are often divided by department, but many users may also look for manuals by task category.
Is there room for improvement, such as organizing Folders and Sub-folders by task category or purpose?
On the other hand, changing the Folder structure requires considerable time and effort.
Also, since Folders are also the unit for assigning permissions such as Viewer and Editor, there are cases where it is difficult to structure them purely for the purpose of searching.
If improving through changes to the Folder structure is difficult, it is recommended to work on reviewing and improving other paths instead.
Finding manuals by navigating through the portal page
Using the portal page allows you to consolidate "the information you want to show, to the audience you want, in the order you want" onto a single page.
It takes some effort to plan and create the page units and structure, but it is a very user-friendly path for viewers.
Since there is no need to change the Folder structure, no changes to permission settings or management structure are required either.
If you have already decided "I want these people to view these manuals," please make use of the portal page.
Finding manuals by searching with the "search function"
One approach that requires little time or cost is using the search function to find and view manuals.
When mastered, it is extremely convenient, and once users are accustomed to it, they will search for manuals rather than navigating through Folders.
Benefits of establishing the habit of "searching"
The benefit of establishing a habit of searching is that it dramatically reduces the time it takes to find a manual.
However, there are surprisingly many people who say "I've never searched before so I don't use it" or "I'm not comfortable with searching so I don't use it."
How to establish the habit of "searching"
At first, it is necessary to provide careful support, such as holding sessions to explain how to search or searching together with users until they become comfortable with it.
As something to keep in mind during the creation stage, it is important for Manual creators to carefully craft Titles and descriptions so that manuals appear properly in search results.
It is also effective to properly assign Search tags.
Furthermore, there are various search methods, such as "Search from All Manuals" and searching within a Folder.
By promoting search methods with reference to the manuals below and making it easier for users to find manuals, the habit of "searching" will gradually take root.
How to improve searchability
By viewing the Search log in Teachme Biz, you can understand what Search keywords users are using and whether they were able to find the manual they were looking for as a result.
By repeatedly having the experience of finding manuals through search, users will develop the habit of checking Teachme Biz whenever they have a question.
For details on how to use Search tags, please refer to the article below.
Having manuals individually delivered by an Administrator using the delivery function
In addition to users searching for manuals themselves, Administrators can also deliver and notify users of manuals.
Use the "task delivery function" to send one-time task requests with a manual attached
Using the task delivery function, you can send manuals to users as implementation requests.
For example:
- Sending a manual on how to fill out submission documents with a Deadline of this month
- Sending a manual for new recipes or product information with a Deadline of this week for review
- Requesting updates to computers or tools with high urgency
It can be used in a variety of situations.
The task delivery function not only delivers manuals, but also allows you to track users' task completion status.
To improve the task completion rate, it is also possible to select only users who have not yet completed the task and deliver the task again.
If you have never used the task feature before, please give it a try.
Learn tasks in advance with the "Training feature"
The Training feature is a function that consolidates and distributes the Manuals employees need for their training as a course.
For example,
- A course on customer service operations for new employees
- A course on operations for managers such as store managers
- A course on operations involving equipment with many uses that require learning a wide range of tasks
and so on — a variety of use cases can be envisioned here as well.
We ourselves actually operate online training programs utilizing the Training feature.
With the Training feature, you can check progress after sending a course, making it useful for new employee training and follow-up education.
In addition, since distributed courses can be viewed at any time, they can also be used to review Completed content.
※ The Training feature is available on the Basic plan or higher.
Find Manuals using other convenient features
In addition to Folders, search, and distribution features, there are other convenient features that help users find the Manuals they need when they need them.
Access via "QR code"
Teachme Biz has a feature that converts a Manual's URL into a QR code.
By printing the QR code as a sticker with a printer and placing it wherever needed, users can view the Manual directly simply by scanning the QR code with a smartphone or similar device.
For example,
・How to use the projector in the meeting room
・How to replace the toner in the copy machine
・How to perform Maintenance on equipment
and so on — by placing QR codes near machinery and equipment, users can quickly look up operating instructions.
Mipox Co., Ltd., one of our users, is also working on creating Manual pathways utilizing QR codes.
Search from "New Arrivals," "Recently Viewed," and "Bookmarks"
Teachme Biz has a feature that lets users check their Recently Viewed Manuals, as well as a feature for bookmarking Manuals.
By having users take advantage of these features, it becomes easier for each user to access the Manuals they frequently use.
Also, under "New Arrivals," you can view Manuals that have been newly Released within the past two weeks.
Informing users of the existence of these features often leads to even greater use of Teachme Biz.
Start by understanding your users' situation
We have introduced a variety of approaches, but first and foremost, it is extremely important to understand the current state of your users and implement initiatives suited to that situation.
Teachme Biz also comes equipped with a Report feature for analyzing Usage status, so make use of it to check how the platform is being used before working on improvements.
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