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.
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
Writing docs
Your support queue is a documentation audit. Here's how to read it.
Aug 5, 2026
Learn how to mine support tickets for documentation gaps and build a feedback loop between support and docs that reduces ticket volume.
By
Bala Priya C
Support
Why utility companies need a good knowledge base
Jul 13, 2026
A good knowledge base helps utility companies cut call volume, speed up employee training, and stay audit-ready for compliance.
By
Erica Beyea
Writing docs
Documentarians in a self-service-first world
Jun 5, 2026
Will technical writers still matter when AI generates docs and answers customer questions? Yes. Here's how documentarians stay essential by partnering with support teams and writing for AI.
By
Mathew Patterson
How teams are using KnowledgeOwl
Loved by 3,200+ knowledge base authors in software companies around the world
