Recent Posts
Help Center Deflection Is the Wrong Goal — Design for Resolution Instead
Only 14% of self-service attempts fully resolve, and a failed help center visit costs loyalty. Here's how to design a help center for resolution, not just deflection.
How to Build a Knowledge Management Strategy That Ends Knowledge Silos
A practical framework for capturing, organizing, and finding your team's knowledge, so scattered institutional knowledge becomes a single searchable source of truth.
Company Policies: How to Write and Manage Them Well
A practical guide to company policies — what they are, which ones you need, how to write one in plain language, and how to manage the policy lifecycle so they stay current.
Runbook vs Playbook: The IT Team's Guide to Both (and When to Use Each)
A practical guide to the difference between runbooks and playbooks (and where SOPs fit), plus how to write and maintain IT runbooks your team can trust during an incident.
How to Build a Self-Service Help Center That Deflects Support Tickets
A practical playbook for turning your help center into a real ticket-deflection engine: structure content around customer questions, make answers findable, keep them current, and measure deflection honestly.
What Is a Knowledge Management System? A Practical Guide for Modern Teams
A plain-English guide to what a knowledge management system is, why scattered knowledge costs teams time, and how to build a single source of truth in the age of AI.