The Owlery

A blog for knowledge base knacks and hacks

Would you use your own knowledge base?

02/26/2017Catherine 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

02/16/2017Catherine 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...

Define your support content strategy as a marketing function

02/08/2017Catherine Heath
Define your support content strategy as a marketing function Catherine Heath | February 9, 2016 Knowledge Leader at Twilio Jon Meyer talks about how your support voice is an extension of your brand.  Compellingly, he says, “I...

Interview: Kelly O’Brien, Self-Service Content Manager at Kayako

02/02/2017Catherine Heath
Interview: Kelly O’Brien, Self-Service Content Manager at Kayako Catherine Heath | February 3, 2016 We interviewed Kelly O’Brien, Self-Service Content Manager at Kayako . We took the liberty of asking her all about self-service a...

KnowledgeOwl is the winner of two LMS awards from FinancesOnline

01/25/2017Catherine Heath
KnowledgeOwl is the winner of two LMS awards from FinancesOnline Catherine Heath | January 26, 2017 We’re thrilled to announce that we’ve been featured on B2B software review website FinancesOnline, which is one of the most popula...

How To Convert Company Knowledge Into A Winning Content Marketing Formula

01/16/2017KnowledgeOwl Support
How To Convert Company Knowledge Into A Winning Content Marketing Formula Tony Messer | January 17, 2017 In the early days of Google (pre-IPO), Larry Page was asked how they were going to make a business out of search. His a...

How to keep momentum going with your knowledge base

01/10/2017Catherine Heath
How to keep momentum going with your knowledge base Catherine Heath | January 11, 2017 Many companies start their knowledge base with the best of intentions, but without proper care and attention, it can easily lose momentum.  Your cust...

Using color to wow your knowledge base users

01/02/2017Catherine Heath
Using color to wow your knowledge base users Catherine Heath | January 3, 2017 80% of information processed by online users comes from sight - through visual cues. This means that color is hugely important in orienting you...

Can a business ever have too much knowledge?

12/26/2016Catherine Heath
Can a business ever have too much knowledge? Catherine Heath | December 27, 2016 For the most part, knowledge in business is always seen as a good thing.  Having a knowledge base is essential to preserving and cura...

Find out if your knowledge base is providing enough ROI

12/18/2016Catherine Heath
Find out if your knowledge base is providing enough ROI Catherine Heath | December 19, 2016 On one hand, you’ve spent the budget on acquiring the right software so you can run a top-notch knowledge base.  ...