The Owlery
— KnowledgeOwl's blog for knowledge base knacks and hacks
The Product is Docs: Writing technical documentation in a product development group [by Splunk]
The documentation team at Splunk have written their own book called The Product is Docs. It covers the most important aspects of documentation for software development product teams.
Making customers fall for you this Valentine's Day
There’s quite a difference between engineering a “newsworthy” customer service experience, and simply just getting it right every time. It may not go “viral”, but it wins you customers for life.
How KnowledgeOwl turns lemons into lemonade in customer support
When someone complains, it naturally arouses our instinct to defend ourselves, and avoid blame for negative situations. But it doesn’t have to be this way.
Podcast with Kate Mueller: Choosing the Right Knowledge Base Software for Your Organization
In this episode, Kate reflects on her career—both as a user of and support member for knowledge base software—to share the criterion you should consider as you choose the right knowledge base for your organization
20 funniest (and most confusing) examples of everyday documentation
Sometimes, poor documentation is a minor amusement. Other times, insufficient documentation can actually be dangerous. Mostly though, poor documentation is frustrating more than anything.
What we can learn from customer service cultures around the world
Customer service culture varies around the world. Cultural context shapes our expectations of the service we receive in reality. What can we learn from international customer service practices?
How documentation can poka yoke (prevent mistakes) for users
While a lot of documentation can be corrective – that is, aimed at troubleshooting problems which have already occurred – there’s a powerful argument to be made that you should invest in preventative documentation.
The trick to convincing your customers to use self-service
Customers want to do what is easiest, not what is desirable for your company. They are self-focused, and rightly so. The solution is to align your business goals with your customer’s goals, so that everybody wins.
Reorganizing your knowledge base: a KnowledgeOwl case study
We recently underwent a total restructuring of our KnowledgeOwl support documentation. In this post, we share that process and offer tips you can apply to your next knowledge base reorganization.
Encouraging knowledge transfer in your company's workplace
Knowledge transfer will look different in every company. At its most basic, it means getting your people excited about collaborating more and unlocking the latent knowledge held in your business.
Copyright © 2015 – 2019 Silly Moose, LLC. All rights reserved.