We send notifications about changes to the email of the target audience and pass the news through leads. At the same time, we update links in all instructions and prepare guides for users. The document should be written in simple language so that the search for an answer takes a minimum of time. Our guides are best suited in the FAQ format for simple processes and video recordings with step-by-step instructions for larger ones.
By nature, people want to maintain a state of balance for as long as possible, so the emergence of new processes in a team can cause resistance or misunderstanding. User Care specialists come to the rescue. They answer all questions, help to make changes to the system and resolve difficulties. Analysts make sure that User Care knows about all the updates, what works and how, and in each case they will help to figure it out.
So which is better: an application or an old-fashioned Excel spreadsheet? There is no correct answer. Companies have different needs at different stages of growth. Some of them will close ready-made Enterprise solutions, others will require special development. Or maybe there is no need to reinvent the wheel at all, and the ubiquitous Google Docs will cope with the task. Be critical of ideas, take into account the financial capabilities of the organization and, of course, automate everything that can be automated.