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I'm building out a print welcome guide for our clients.
The advice I've gotten from friends at other companies:
"print is dead"
"you're a tech company, have a digital knowledge base instead"
"it'll be obsolete too quickly to be worth it"
Here's why I'm still doing it
:
The advice I've gotten from friends at other companies:
"print is dead"
"you're a tech company, have a digital knowledge base instead"
"it'll be obsolete too quickly to be worth it"
Here's why I'm still doing it
:
1. Our industry is one of the least tech-saturated. We're talking paper punch cards, old school. 
This is changing quickly
, but people are already taking a huge leap adopting tech in their operations, asking them to also change how they learn seems like too big a jump.
This is changing quickly
, but people are already taking a huge leap adopting tech in their operations, asking them to also change how they learn seems like too big a jump.
2. We HAVE a digital help centre, the numbers are pathetic despite having great content and an in-app search for articles.
Speaking to users it seems the ones that need the most help prefer phone or paper and don't WANT to try and fumble through it to find what they need.
Speaking to users it seems the ones that need the most help prefer phone or paper and don't WANT to try and fumble through it to find what they need.
3. At eBay, Omnichannel was my favourite word. So, I'm applying it to #CustomerSuccess. We've taken our (awesome) articles and linked to them using QR codes.
This helps us keep everything up-to-date while giving a physical asset to ground clients.
This helps us keep everything up-to-date while giving a physical asset to ground clients.
4. We're also using the manual as an opportunity to send out a nice welcome letter, set expectations for onboarding, and including one-pagers they can post around their offices. Eventually, I'm hoping to include stickers, too. So its an experience 
Let me know what you all think and if you've had experience building assets like this!
