The Owlery

— KnowledgeOwl's blog for knowledge base knacks and hacks

Learning to have more empathy when communicating with customers

03/12/2020Catherine Heath
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.

Writing content for your company handbook or internal knowledge base

03/06/2020Catherine Heath
Your team handbook is the manual that you present to all employees, and it contains the essentials of working for your company.

Automation with human intelligence: Jidoka in documentation

02/28/2020Catherine Heath
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 Product is Docs: Writing technical documentation in a product development group [by Splunk]

02/20/2020Catherine Heath
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

02/12/2020Catherine Heath
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

02/07/2020Catherine Heath
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

01/30/2020Catherine Heath
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

01/23/2020Catherine Heath
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

01/17/2020Catherine Heath
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

01/09/2020Catherine Heath
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.
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