The Owlery

The value of a knowledge-centered business is more obvious during times of stress. You have already captured what is important for use at a later date. And if you haven’t been capturing knowledge already, it’s never too late to start.

We need to meet regularly to review and make decisions on bug reports and feature requests from our customers, and we use a combination of tools to make this happen.

Here are some suggestions on tweaks or features you can use in KnowledgeOwl to help streamline some of those new processes.

From having a sensible customer support infrastructure, to reminding yourself that we don't know everyone's story, here are strategies for having more empathy.

Your team handbook is the manual that you present to all employees, and it contains the essentials of working for your company.

Jidoka means catching errors in the production system at the first chance you get, in order to stop them snowballing into larger problems and defects.

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.

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.

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.

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