The Owlery

A blog for knowledge base knacks and hacks

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...

Spotlight on Write the Docs software documentation community

03/23/2017Catherine Heath
Spotlight on Write the Docs software documentation community Catherine Heath | March 23, 2017 Did you know that there is a thriving community for people with a passion for software documentation? Write the Docs strives (and we think suc...

Why your customer is not your enemy

03/15/2017Catherine Heath
Why your customer is not your enemy Catherine Heath | March 15, 2017 Many companies take an adversarial approach to doing business with their customers. It’s good to be competitive, but not at the expense of alienating the lifeblood ...

Would you use your own knowledge base?

02/27/2017Catherine Heath
Would you use your own knowledge base? Catherine Heath | February 27, 2017 A good test of the usefulness of your knowledge base is whether or not you would use it yourself. If you wouldn’t use your own knowledge base, there’s a...

Why standalone knowledge bases are in a league of their own

02/17/2017Catherine Heath
Why standalone knowledge bases are in a league of their own Catherine Heath | February 17, 2017 There’s a big difference between help desk software solutions and standalone knowledge base software.  Back in the day, enterprise sof...