Technical Writing Blog

Most teams do documentation review — but rarely in a consistent or structured way. Someone skims a topic for typos, someone else checks technical details “when there’s time,” and approval often happens informally in Slack or email. As a result, very different activities are all called documentation review: analyzing support tickets to decide what to…

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In IT, AI is often used to help create documentation, such as API specifications, runbooks, and onboarding guides. But AI can only work well if the source content is accurate and well-structured.  When documentation is outdated, inconsistent, or poorly structured, it creates what is known as content debt. AI working with such documentation can produce…

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We couldn’t leave you without presents, so we’ve prepared our December update just in time for the holidays. This release brings WriteAssist into the AI Suite with important improvements, makes AnswerGenius customization publicly available, and adds several other conveniences. WriteAssist Levels Up: Context-Aware Editing Joins AI Suite WriteAssist now analyzes the entire documentation structure, including…

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Many traditional documentation formats, such as static PDFs, linear Word documents, and simple web pages, no longer meet users’ expectations for engagement. Studies show that typical completion rates for static e-learning courses and MOOCs (Massive Open Online Courses) are less than 25%, suggesting inefficiency in one-size-fits-all linear content delivery. Interactive documentation and dynamic training, however,…

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Adding a line in Microsoft Word is a simple way to visually separate sections, improve a document layout, or highlight important information. Whether you want a horizontal or vertical line, Word offers several methods to help you insert lines quickly and efficiently. This guide will show you how to add lines using the keyboard, ribbon,…

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iiRDS (Intelligent Information Request and Delivery Standard) is an open, vendor-neutral specification designed to enable more intelligent, context-aware delivery of technical information. It allows organizations to package and deliver documentation so that users and systems can find exactly what they need, when they need it, across various platforms and devices. A common misconception is that…

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Checkboxes are a powerful feature in Microsoft Word, allowing users to create interactive lists, forms, and checklists. For instance, a technical writer might use checkboxes in a user manual for creating a step-by-step troubleshooting checklist. This would allow the readers to check off each step as they go through the steps toward the resolution of…

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Knowledge graphs offer a transformative solution, turning disconnected documents, terms, and processes into a unified, intelligent network of information. By adding semantic meaning and context to content, they make documentation easier to search, navigate, personalize, and maintain at scale. Continue reading »

The latest ClickHelp release focuses on practical improvements:  Let’s take a look at what’s new! Universal Links: Share Once, Work Everywhere We’re introducing Universal Links — an upgrade to how URLs behave in ClickHelp. Now, any link to a topic, project, or publication in ClickHelp is smart. Why It Matters When I’m chatting with a…

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What Is a Support Site? A support website is a centralized platform designed to provide comprehensive assistance to consumers of a service or product. It serves as a web-based, single point of access where users can find answers, resolve issues, and access resources with minimal direct interaction with support staff. Typically hosted online, a support…

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