Category: Content strategy
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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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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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Personalization in a product led growth strategy
If you’re using a product-led growth framework, you know onboarding customers and reducing the time to value is critical. You…
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Knowledge base content vs. user docs
What’s the difference between a knowledge base and a help system? And how does this impact the customer experience?
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Product led growth and technical content
User instructions are focal to the success of PLG strategies, serving as a primary tool for supporting user experience, driving…