Text-only documentation libraries are limited and problematic for a few reasons. They’re slow to maintain, hard to interpret, and easy to ignore. Long standard operating procedures (SOPs) lose relevance fast as screen shots stop matching updated user interfaces, and in some cases, the company has long since switched to new software. And when employees need answers, they’re not going to sift through long text documents. They’re going to tap on shoulders and send emails to other staff.
A documentation library built around screen recorded walkthroughs fixes these core issues by capturing real workflows in detail down to every click and outcome and organizing them into a searchable place where employees can find answers on their own without disrupting anyone else.
If you don’t already have a visual documentation library, here’s how to build one.
1. Get a basic screen recorder
The first step is to get screen recording software that will record actions on your screen and audio at the same time. Ideally, you’ll want software that comes with a built-in editor so you can trim dead air, add callouts, highlight your cursor, and publish your video without any tech skills. Many people choose Camtasia for this purpose. You don’t need anything fancy. You just need something that works.
Be sure to standardize factors like your default external mic, a resolution, and cursor visibility to create consistency.
2. Use captions
Open captions are captions on the screen that the user can’t turn off because they’re baked into the video. Closed captions can be turned off by the user. There are pros and cons to each type, but don’t make videos without captions. Captions improve comprehension and make video content more enjoyable since most people watch videos with the sound off.
Some screen recorders, like Camtasia, support closed captioning and exporting captions, which makes it a lot easier to produce the final video.
3. Record a video about how you want videos recorded
Before you let your team take the reins and start making video walkthroughs, create a standard protocol for how you want the videos to be made. Create a short “how to create a walkthrough” video that shows exactly how you want your videos to be made. Use this video to demonstrate screen position and size, how to transition between applications, how to set up tabs ahead of time in a browser, and anything else you want to remain uniform throughout your documentation library.
4. Choose what to record and what not to record
You don’t need to record every single process, although if you have some spare time after you nail the basics it wouldn’t hurt. But don’t waste your time on walkthroughs that nobody will need. If it’s not going to reduce interruptions, send it to the back of the list.
To make your list of key walkthroughs, ask your support team for a list of common, repetitive questions. Prioritize walkthroughs that will support onboarding first. New hires will be consuming your documentation more frequently and they should be taken care of first. Once you cover the basics, start capturing tasks that only one person knows. This information might be beneficial down the line.
For example, how to renew certain subscriptions or services, escalation procedures, billing fixes, account migrations, etc. Sometimes these processes are created by a single employee as they figure it out and they’re the only one who knows how to do it right.
5. Keep your walkthroughs short
Address one workflow at a time in each video. Keep them short and task-based. Stick to the initial scope, like “Create a project” or “Run payroll export.” Smaller videos are easier to replace when something changes.
6. Build a searchable library
A centralized library only works when everyone can access it easily and find the information they’re after. This requires organizing your walkthrough videos into folders and using tags. But the key is to keep your taxonomy simple like Team > Tool > Task > Outcome. Make sure your structure reflects actual workflows and is tagged with relevant tags.
To make your library of videos even more searchable, add transcripts and make them searchable. That way, people can search for any keywords related to their issue and find a wealth of videos with related content.
Build a documentation library that people actually use
A screen recorded documentation library works when it’s easy to use and properly indexed for search. When people can see exactly what to click and how to know when they’ve done something correctly, they’ll stop interrupting others for help and figure it out on their own.
