The New Language of IT Support: Why Video is Replacing the Knowledge Base

The way we seek information has fundamentally changed. From troubleshooting a leaky faucet to installing a new car part, the first instinct for most people today isn't to read a manual, but to pull out their phone and search for a video. This cultural shift, a clear preference for highly digestible visual content, is having a profound impact on corporate IT support.

For decades, the standard for corporate help was the static, text-based knowledge base. It was a repository of articles, often with a few still images, that users were expected to navigate and read to solve their own problems. But as a new generation of digital natives enters the workforce, this model is becoming outdated and inefficient. The shift is on, and forward-thinking technology leaders and CIOs are moving from documentation knowledge bases to repositories of video-based self-help segments.

Why Video is a Superior Medium for IT Support

The argument for video content over text-based articles, even those with multiple still images, is compelling. Here’s why:

• Showing vs. Telling: A text-based article might describe how to navigate a complex software menu, listing out each click and sub-menu. A video, however, can show the process in real-time, with the cursor highlighting exactly where to click. This visual clarity eliminates confusion and reduces the potential for misinterpretation.

• Context and Tone: Written instructions can be dry and technical. A short video can be conversational, using a friendly tone and a clear, human voice to guide the user. This approach makes the content more approachable and less intimidating, especially for non-technical users.

• Efficiency and Speed: We process visual information 60,000 times faster than text. A two-minute video can communicate a process that would take ten minutes to read and fully comprehend in a text document. This speed is crucial for people who need a quick solution to get back to work.

The preference for video is particularly prevalent among people new to the workforce. This generation has grown up with platforms like YouTube and TikTok, where visual learning is the norm. They are accustomed to and expect to find answers in short, engaging video formats.

The Impact on Helpdesk Requests and CIOs

The ultimate goal of this shift is to empower users to help themselves and, in doing so, decrease the volume of helpdesk requests. Repetitive, high-volume issues like password resets, network drive mapping, or software installation can be offloaded from your IT staff. By creating a scalable library of short, well-produced video tutorials for these common problems, you can:

• Increase Productivity: Users solve their own issues faster, leading to less downtime.

• Reduce Workload: IT staff can focus on more complex, strategic issues that require direct, hands-on support.

• Improve User Satisfaction: Users get immediate answers to their problems, without the frustration of waiting on a ticket or a phone call.

For technology leaders and CIOs, this isn't just a minor update to the helpdesk; it's a strategic move that aligns IT with the modern workforce and business goals. A video-first approach to IT support demonstrates a commitment to innovation and user experience. It positions IT as a proactive partner in productivity rather than a reactive support function.

Partnering for Success: Axial ARC

The transition to a video-based knowledge repository requires a strategic approach to content creation, management, and scalability. This is where a partnership with a firm like Axial ARC becomes invaluable.

Axial ARC specializes in helping organizations create and manage these dynamic video repositories. We provide the expertise to identify the most critical helpdesk topics, script and produce high-quality, digestible video content, and manage the repository in a way that is easily searchable and accessible to all employees.

By partnering with Axial ARC, you can ensure your video self-help library is not just a collection of videos, but a powerful, scalable tool that transforms your IT support model. It’s a crucial step in preparing your organization for the future of work and meeting the needs of the modern employee.