These days, it is generally held that the only nice thing about silos in the workplace, is that companies can feel smart and progressive for knocking them down. Yet, there is a lingering problem with this war against silos, and it’s not a small issue.

Companies need to ensure that their product documentation strategy isn’t taking a one-size-fits-all approach to outreach and engagement, because there isn’t just one type of customer out there, but (at least) four: buyers, end users, influencers and purchasers.

Here is a checklist that companies can use to evaluate their current content infrastructure and approach, and objectively determine if their so-called dynamic product documentation is a little — or perhaps a lot — on the static side.

Two related shifts have taken place over the last few years that have changed the customer experience game for all businesses, whether they are large multinational enterprises or small dynamic startups.

Explore the love between product documentation and five acronyms that reign supreme across the sales, marketing and support worlds: CES, NPS, SEO, CSS and FCR.

In order for a dynamic publishing system to be an investment instead of an expense, it must close two gaps: one that is obvious, and one that is often overlooked – and invariably reveals that a chosen system is not a total solution.

In the interests of accuracy and authenticity – and to rehabilitate product documentation from being a necessary expense (which it isn’t) to a profitable asset (which it should be) – here are six fundamental errors that many companies, including those that are successful and growing, get wrong.

Conventional support sites, rather than empowering customers, are more likely to frustrate them. There are three fundamental reasons for this, and they are all rooted in flawed assumptions regarding direction, documentation and device.

Here are seven care instructions for overworked and underappreciated technical writers that, once adopted, will make a massive difference in their professional and personal experience

On today’s relentlessly competitive business landscape, delivering positive customer experience is more important than ever.

Customers who head into a knowledge base aren’t, as the term suggests, seeking to obtain information. Yes, that’s part of the equation, But their end game is to answer questions and solve problems. In other words: customers don’t merely want knowledge from knowledge bases. They want – and expect – learning.

In today’s “Age of the Customer”, a growing number of companies are cultivating dynamic online communities where customers congregate to get and share information, post and read reviews, brainstorm solutions and ideas, and engage in organic, yet structured dialogue about brands and offerings.