The Owlery

— KnowledgeOwl's blog for knowledge base knacks and hacks

Building a tech writing portfolio that will win you new clients

05/26/2020KnowledgeOwl Support
This blog post covers some ideas on building a tech writing portfolio, along with my recent personal experience of building a portfolio using a combination of Markdown, Git, and a Static Site Generator.

How API docs became my silver lining – by Swapnil Ogale

05/15/2020Catherine Heath
Here's a guest post from technical writer Swapnil Ogale about how he got into writing API documentation.

Zoom meeting etiquette: tips from the KnowledgeOwl team

05/07/2020Catherine Heath
What kind of etiquette should you use when attending Zoom meetings with your coworkers? Is there even a consensus at all? It’s a hot topic, so read on!

Docs as Code: An introduction for beginners

05/04/2020KnowledgeOwl Support
This short article will introduce the practice of docs like code: what it is, its pros and cons, some of the skills and tooling involved, and how to decide if it’s right for you.

Improve your knowledge base Information Architecture by hacking expectations

04/30/2020KnowledgeOwl Support
Information Architecture describes the way we organize data in a website, knowledge base, wiki, software interface, or information technology system. However, as an abstraction of what you actually build, you might encounter challenges when turning that vision into something more tangible.

Escaping the drama triangle as a customer support agent: everyone’s a winner

04/20/2020Catherine Heath
As much fun as stories are, when we play out these dramas in real life, conflict inevitably occurs. This is a particular risk when it comes to working in customer support, because you are working directly with people.

The Disney 3 o’clock parade question: Insights from KnowledgeOwl support team

04/10/2020Catherine Heath
Customers use our software in the course of their work, in jobs which are often complex, demanding and stressful. When they ask us puzzling questions, it’s our job to decode their true meaning, so we can provide the best support experience possible.

What is Knowledge Centered Service (KCS) and why do you need it?

04/05/2020Catherine Heath
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.

Insights into managing a customer request backlog remotely from the team at KnowledgeOwl

03/23/2020Kate Mueller
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.

Tips for using KnowledgeOwl in an ever-changing environment

03/20/2020Kate Mueller
Here are some suggestions on tweaks or features you can use in KnowledgeOwl to help streamline some of those new processes.
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