Your Assessment Results: The Scattered Knowledge Problem

Here's what we're seeing

You're not in crisis. That's actually the tricky part.

Your answers show you've got some systems working. Knowledge isn't completely stuck in people's heads. You're thinking about this before it becomes an emergency.

But here's what else your answers revealed:

The scattered problem

Your knowledge exists - in Slack threads, Google Docs, someone's Notion, people's heads. Finding it takes longer than answering the question again. So people just... answer it again.

The consistency problem

Some questions have clear answers. Others depend on who you ask, what mood they're in, or what they remember from last time. Your customers feel that inconsistency.

The black hole problem

You've invested time in documentation. Maybe a lot of time. But you have no idea if anyone's actually using it. So you keep answering the same questions anyway.

You're not broken. But "good enough" is starting to feel like a ceiling.

The question that separates good from great

Think of the last time a customer asked something you know you've answered before.

How long did it take to find that answer and share it?

If the answer is "seconds" - you're in great shape. You probably don't need this.

If the answer is "I just explained it again" - there's your gap.

That gap costs you time. It costs your team energy. And it costs your customers speed.

Companies that nail customer education don't have more content. They have the right content, findable at the right moment.

If you want to close the gap

The fastest way to go from "scattered" to "systematic" isn't a big documentation project.

It's this:

Pick your top 5 repeat questions

Record a short video answer for each (2-5 minutes)

Put them somewhere you can share with a link

You can do this with Loom and a Google Doc. It works.

Or you can use Omumu - which is built specifically for this:

Videos organized by topic (not buried in folders)

Shareable with a link (no login required)

Tracking so you know who watched (finally, proof it's working)

It's not the only way. But it's the fastest path from "I know we documented that somewhere" to "here's the link."

Try it free for 14 days:

Or just reply to your results email with questions. I read every one.

— Sten