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Knowledge Management Insights
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 Engineering says both are outdated because the feature changed last month.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...
How to build a business case for managed documentation services
The documentation backlog is growing, product teams are frustrated, support keeps finding outdated answers, and internal writers are already at capacity. Everyone agrees the situation needs attention. Then the budget conversation starts. Leadership may understand that...
How to choose the right documentation partner
The backlog is growing, product releases are moving faster than documentation, and your internal team no longer has enough capacity to keep everything current. Someone suggests bringing in outside help. The next question is harder: what kind of help do you actually...
Documentation as a managed service: Costs, benefits and best practices
Your product team is shipping faster than the documentation can keep up. Support is maintaining its own answers, engineers are writing temporary notes in Confluence, and the documentation team spends more time chasing information than publishing it. Leadership can see...