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Good UX Writing May Save the World
Discover the importance of UX writing in the tech industry. See why clear and concise instructions are still crucial for…
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Getting Feedback: Responding to Customer Feedback
In a previous article, I covered how to get feedback from your customers on your knowledge base and help system…
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Onboarding in a Product Led Growth World
Onboarding in a product led growth environment gets a lot of focus. For good reason—if the customer can’t get onboarded,…
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A Style Guide and Terminology Manager Solve a Business Problem
Do we need a style guide for our help center or knowledge base? And if so, which style guide? How…
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User Feedback on Post Sales Content: Where to Start?
Your company spends a lot of money and time creating post sales content to onboard customers and help them solve…
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Managing Post Sales Content, or Why Word is a Terrible Awful Content Tool
Word (or Google Docs) is everywhere. Every company has them and people spend their days writing reports, project notes, and…
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Defining Quality in a Knowledge Base or Help System
When defining quality in a knowledge base or help system content comes up, this quote is the first thing I…
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Are They Frequently Asked Questions, Though?
Support people and their managers seem to love Frequently Asked Questions, or FAQs, in knowledge base content. You see them…
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Technical writing: What defines strong technical content?
Technical writing consists of several skills at the same time, not the least of which is the writing part of…
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Knowledge base templates: Writing for expert audiences
In previous blog posts, I’ve written about knowledge base content strategy for different levels of users. I’ve covered Naïve and…
