The Owlery

A blog for knowledge base knacks and hacks

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...

Define your support content strategy as a marketing function

02/09/2017Catherine 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

02/03/2017Catherine 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

01/26/2017Catherine 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

01/17/2017KnowledgeOwl 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...