-
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…
-
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,…
-
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…
-
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…
-
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…
-
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…
-
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…
-
Knowledge base templates: writing for intermediate customers
The Intermediate audience is where the bulk of your users live–the competent part of the audience journey. The audience journey…
-
Knowledge bases templates: writing for beginning customers
Developing product-use information for Naïve and Beginning audiences has unique challenges. This article explains what these audiences need and includes…
-
Defining the knowledge base content for your audience
Audience drives every detail you include in any communication. What does the audience know before they get to you? What…
