The Owlery

A blog for knowledge base knacks and hacks

Every page is page one for documentation

08/08/2017Catherine Heath
Every page is page one for documentation Catherine Heath | August 8, 2017 Content consumption habits have been drastically changed by the internet. It’s completely revolutionising how we structure user documentation, and content in ...

Avoid sleazy online marketing tactics and respect your customers

07/14/2017Catherine Heath
Avoid sleazy online marketing tactics and respect your customers Catherine Heath | July 13, 2017 You know the kind of marketing we mean. It leaves a bad taste in your mouth like a used car salesman, and suggests that the company responsibl...

How software companies can use their knowledge base for abstract content marketing

07/06/2017Catherine Heath
How software companies can use their knowledge base for abstract content marketing Catherine Heath | July 6, 2017 Your company knowledge base is a fantastic way to market your company in this late age of advertising and marketing. It&rsquo...

Hiding your phone number is not self-service success

06/27/2017Catherine Heath
Hiding your phone number is not self-service success Catherine Heath | June 27, 2017 Believe it or not, people still do use their phones to call each other. But there is a growing tendency for companies to hide their phone number online. ...

Topic-based authoring for knowledge bases

06/22/2017Catherine Heath
Topic-based authoring for knowledge bases Catherine Heath | June 22, 2017 Topic-based authoring is a modular approach to content creation focusing on documenting particular tasks, and it’s particularly suited to software products. ...

12 content marketing guidelines for better content

06/13/2017Catherine Heath
12 content marketing guidelines for better content Catherine Heath | June 13, 2017 We came up with these 12 content marketing guidelines to help ensure that more content is high quality, and helpful to audiences. There is a huge need in t...

Interview: Angie Seaman, Head of Customer Enablement and Engagement at Salsify

05/09/2017Catherine Heath
Interview: Angie Seaman, Head of Customer Enablement and Engagement at Salsify Catherine Heath | May 10, 2017 This is the third instalment in our series of interviews with software documentation writers. We wanted to shine a light into the...

A history of customer choice: software, marketing and ethics

05/03/2017Catherine Heath
A history of customer choice: software, marketing and ethics Catherine Heath | May 3, 2017 The plethora of choices available for customers today is what makes marketing products effectively so important. Despite this, a lot of marketing i...

Interview: Bri Hillmer, Documentation Coordinator at SurveyGizmo

04/18/2017Catherine Heath
Interview: Bri Hillmer, Documentation Coordinator at SurveyGizmo Catherine Heath | April 18, 2017 Bri Hillmer is Documentation Coordinator at SurveyGizmo, a platform for data collection. She shares her story with us about how she got in...

Technical writing in the world of SaaS

04/13/2017Catherine Heath
Technical writing in the world of SaaS Catherine Heath | April 13, 2017 You need to document your software, but that should be easy, right? It’s just writing. Why not just have customer support do it in their spare time (haha)? Or ma...