Categories
How to Build a Help Center That Deflects Support Tickets
A practical guide to building a help center that deflects support tickets: structure it around the questions customers actually ask, write articles that resolve, and measure case deflection.
Customer Self-Service Portal: Build One That Resolves Issues
A practical playbook for building a customer self-service portal that actually resolves issues and deflects support tickets, grounded in Gartner and Nielsen Norman Group research.
Documentation SEO: How to Make Your Knowledge Base Discoverable
A documentation SEO playbook for making your knowledge base discoverable — by search engines and the AI answer engines now quoting your docs.
How to Create a Documentation Style Guide Your Team Will Actually Use
A practical playbook for building a documentation style guide: what to include, how to write one in five steps, and how to keep it from going stale.
Documentation Translation: How to Localize Your Docs for a Global Audience
A practical guide to translating and localizing your documentation for a global audience: writing a translation-ready source, balancing machine and human review, keeping every language in sync, and making translated docs easy to find.
How to Create a User Manual: A Step-by-Step Guide
A practical, step-by-step guide to creating a clear, usable user manual — from audience and task-based structure to plain-language steps, visuals, testing, and keeping it current.
How to Write a Runbook Your IT Team Will Actually Use
A practical guide to writing operational runbooks your IT team will actually use: what a runbook is, what makes a good one, and how to structure, test, and maintain it.
How to Write a User Manual: A Step-by-Step Template
A reusable user manual template plus the writing habits that make it work: the sections to include, one-action steps, plain language, and publishing.
How to Write an IT Runbook: A Practical Guide (with Template)
A practical guide to writing IT runbooks that hold up under pressure: what to include, how a runbook differs from a playbook and an SOP, plus a reusable template and example.
How to Write Standard Operating Procedures (SOPs): A Step-by-Step Guide
A practical, step-by-step guide to writing SOPs your team will actually follow — from scoping and drafting to testing, approval, and ongoing review.
How to Write Technical Documentation People (and AI) Actually Read
A practical method for writing technical documentation people actually read: pick the right document type, structure for scanning, write for readability, and keep it consistent.
IT Documentation Best Practices: How to Build Internal Docs That Get Used
A practical guide to IT documentation that reduces support tickets — what to document first, how to write runbooks and an internal knowledge base, and how to keep docs current.
Knowledge Management Best Practices: A Practical Guide to Capturing What Your Team Knows
A practical, no-jargon guide to knowledge management best practices: capture tribal knowledge, build a single source of truth, and keep your documentation current.
How to Build a Knowledge Management System That People Actually Use
A practical guide to building a knowledge management system your team will actually use — one trusted home, light governance, AI that helps without taking over, and metrics that track real outcomes.