At the Library: Armchair tech support: tools for sharing information and processes

As the online learning librarian for Washington State University, a big part of my job is creating online tutorials that teach patrons how to research and use our resources. I have also used these skills and tools when I am called upon to provide tech support to family members from a distance. Having these tools available has turned conversations from: “Look on the left side of your screen and you should see a button — no, the left side … toward the bottom of the screen — click on that … no, left click” into: “Let me send you a quick step-by-step guide on how to do it.”

While there are countless tools available online, the following options provide free versions, are easy to use, and create intuitive tutorials and instructions

ScribeHow (scribehow.com) and iorad (iorad.com)

These two tools are great for documenting a process or showing exactly where to click in a series of steps. Both tools work through a browser extension and the creation process involves recording your screen while you click or type your way through a process. Once you are finished, you are left with step-by-step directions that follow all your previous actions. ScribeHow provides a single page with screenshots, editable text instructions, and the ability to combine steps to make GIF instructions. Iorad provides several options for interacting with the finished product, including a list of steps, a slideshow to click through the steps, and an interactive element that requires you to complete the steps while working through the slides. While iorad provides more options for taking the tutorial, ScribeHow feels more intuitive and simple. These tools could work well for something like documenting the steps in downloading an image from email and uploading it to a picture printing website.

ScreenPal (screenpal.com)

A screen recorder can be your best bet when something requires a lot of explanation or narration (although, keep in mind that ScreenPal’s free version limits screencasts to 15 minutes). You can choose to record your screen, yourself, or both at the same time. Your recording can be accompanied by audio narration and/or audio from your computer. You can add callouts, highlights, or text. You can also edit the video once you have finished recording. This is a great option when you want to talk through something more complicated, like changing the settings in a streaming service.

Genially (genial.ly)

Sometimes you really need to explain elements of a page or point things out in an image. Genially has many different functions, including presentations, quizzes and infographics. The function that can be the most helpful in armchair tech support is the interactive image feature. This allows you to take a screenshot and insert call-outs that display text when you hover or click on the icons. This could be especially helpful with something like explaining the features of a new email provider’s inbox.

Explaining online steps or processes can be difficult from a distance. These tools are just a handful of free resources available online, but they can save you a lot of frustration and can also be kept as documentation to avoid repeat calls on the same topic. Phone calls with family members are much more enjoyable when you can chat about what’s important instead of how to access the online utility bill for the third time this month.

Saulnier Lange is the online learning librarian at Washington State University Libraries.