The purpose of this thesis was to improve the instructions made for customers and to study the social media and its use in companies. This thesis was commissioned by MMD Networks Oy.

In the theoretical part the social media in general and its use were introduced. Screen casting and FAQ were also familiarized with to obtain information for recording screen cast videos and building the FAQ. In addition, a questionnaire was sent to customers to get their opinion on the current state of customer support and instructions. The results of the questionnaire provide useful data for the company to follow the operations of their customer support.

In the practical part of the thesis screen casting test videos were made with the Camtasia Studio 8 program. The test videos will function as guidelines for a later use in MDD Networks Oy. Also, FAQ was added to the website of MMD to make the frequently asked questions and their answers easily available.

A poll was sent to customers to get their opinion about the current state of customer support and the instructions. Results were used to give ideas for future improvement. The poll also gave very useful data for MMD Networks Oy to improve their customer support later on.

Based on the results of this thesis MMD Networks Oy can now improve their instructions and customer support even more in the future. The results work as a great guideline for further improvements.