The Owlery: KnowledgeOwl's Blog
We write helpful content for your knowledge management, customer support, and technical writing journey. Service knowledge management is what we do best.
Writing docs
The case for humour in technical writing
Oct 21, 2026
Humour can feel risky in technical writing, but used with intention it makes documentation more engaging, memorable, and human. This post explores a spectrum of tone, from clinical to comedic, with practical guidance on when a bit of personality helps readers, and when it’s best left out.
By
Mia de Búrca
Customer stories
From searching Slack threads to a reliable knowledge base: How a European energy retailer built frontline support for their call center agents
Oct 8, 2026
This customer spotlight shows how a European energy retailer uses KnowledgeOwl to give hundreds of frontline agents one place to find answers. It includes advice and lessons learned, as well as an example of one way KnowledgeOwl can be used by a customer team in the process of going digital.
By
Erica Beyea
Owl Things Considered
Owl Things Considered: Issue 8
Aug 17, 2026
Common writing flaws that confuse AI summaries (and humans), why we admire design studio Love at First Try, and this issue's dopamine dose
By
Erica Beyea
Tools
CCMS or knowledge base software? How to tell which one you actually need.
Aug 13, 2026
CCMS or knowledge base? Learn the real architectural difference between the two, where they overlap, and how to pick the right one for your docs.
By
Erica Beyea
How teams are using KnowledgeOwl
Loved by 3,200+ knowledge base authors in software companies around the world
