Dictating every aspect of customer experience is customer-experience-tyranny. Nothing like a little hyperbole to start the article. But, it’s not…
Latest Articles By Tim Ludwig
Tech doesn’t make the strategy. Just like the new golf clubs don’t make you Tiger. The COVID-19 pandemic has changed…
Communication is the foundation of better customer service. Not all content is created equal. From your user’s perspective, your content…
The first attention-grabbing result of our survey showed us that company decision-makers and technical communicators have different priorities when it…
Team organization impacts the success of content more than we think. The main goal of us collecting all these survey…
Value is impossible to prove if you’re not measuring anything. We found that 72.3% of respondents in our survey aren’t…
Customer support is paramount to keeping your organization’s lights on. The crossroads of customer support and cost reduction can be…
Interview transcript. Minimally edited for clarity. Patrick Well, I’m really excited about this because I feel like there’s something about…
What is the best approach for recycling content in your organization? We’ve looked into the purpose, direction, and preparation for…
You know what DITA is, but what can you actually do with it? It’s pretty common for technical writing and…
What does reuse mean for your organization, why do you want to do it, and how will you go about…