KBs have a vital role in helping users to understand many of the more technical aspects of how a product functions. Often, they are controlled by the Support Department, Professional Services, etc. Why should tech writers be the driving force behind the corporation's Knowledge Base? This presentation offers an insider’s look into best practices for creating and maintaining Knowledge Bases.
What is a KB? The company's "online Appendix" or more? Statistics will shock you. KBs are a major asset (if done properly). Why are they so critical? What should be found there? What are the best practices and rules for maintaining them?
Paula is the founder/CEO of WritePoint Ltd., a veteran technical writing company in Israel. She is the teko Israel Spokesperson and Israel's delegate to the Assembly of Delegates of tekom Europe. In addition to being co-list owner of Techshoret, Paula also coordinates the MEGAComm Conference.