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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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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…
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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…
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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…
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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…
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Good procedures: Long processes
This article covers how to write long and complex multistep procedures. These procedures are valid sometimes, especially if you’re having…
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Good procedures: reducing complexity
Let’s look at how to structure tasks. We’ve all looked at a set of procedures in our life that had…
