This section shows how to help people find answers on their own to reduce support requests.
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Provide digital learning resources in one location.
Example:
A user guide, how-to videos, and job aids are stored on a SharePoint site.
Rationale:
A central digital site gives people one place to find help and can support many people at the same time, reducing the need for live support.
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Design activities that require learners to use job aids.
Example:
In a role-play, learners form pairs and use a job aid to know which questions to ask, what the correct answers are, and to identify common incorrect responses.
Rationale:
Using job aids during training reduces how much upfront theory learners need to know. This creates more time for practice with feedback, which is usually the best way to build skill. It also builds the habit of using the job aid on the job. Together, these help learners perform with less support during training and on the job.
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Design activities that require learners to find answers.
Example:
Learners use a job aid or user guide to answer common task questions during a practice activity.
Rationale:
Practicing how to find answers builds the habit of self-service, which lowers support requests.
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Share answers to common questions in a central FAQ.
Rationale:
A central FAQ helps people find answers on their own and reduces repeated support requests by letting the team answer recurring questions once.
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Share answers to common questions weekly.
Example:
For the first few weeks after launch, email all team members with answers to common questions.
Rationale:
Sharing answers to common questions proactively helps prevent the same questions being asked repeatedly.