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Knowledge Management Insights
How technical documentation consulting supports enterprise growth
A product team expands into a new market. Support volume increases. New employees join faster than experienced people can train them. Engineering changes an API, but the customer documentation, internal procedures and enablement material do not all update at the same...
What should you expect during the first 30 days of an outsourced documentation project?
The contract is signed, the kickoff is booked and everyone wants to know the same thing: when will the documentation start appearing? That is a reasonable question, but the first month of an outsourced documentation project should not be judged only by how many pages...
Why documentation projects fail before the writing begins
The kickoff meeting ends with a clear instruction: we need the documentation by the end of the month. The writer starts asking basic questions. Who is the audience? Which version of the product are we documenting? Who owns the source information? Which subject matter...
How to measure the success of a documentation program
Your documentation team published 42 pages this quarter. Is that good? Maybe. It depends on whether those pages helped customers complete tasks, supported product releases, reduced repeated questions, stayed accurate and addressed the work the organization actually...
How to connect product, customer and internal knowledge
A customer asks support how a feature works. Support searches the knowledge base and finds one answer. Product has a newer explanation in Confluence. Engineering has an implementation note in a ticket, and the onboarding team is using a different version in an...
Why your documentation problem may actually be an ownership problem
A support agent finds one answer in the knowledge base. Product has a different explanation in Confluence. Engineering says both are outdated because the feature changed last month. The immediate reaction is usually to blame the documentation. Someone needs to update...