From editing KB articles to improving your site to writing tools, being familiar with basic front end web dev is super beneficial in our space.

For beginners (and achievement hunters), Codecademy is a great way to start learning. If you are looking for something a little more advanced, Tuts+ is an awesome resource.

This is challenging, especially as your team grows.

An approach I’m particularly fond of is something I like to call the buddy system. How it works:

Pick a random co-worker
For one hour, they sit at your desk and you tell them what to do. I mean every mouse click, button press, etc.
Switch spots and do the same thing for another hour.
After…[Read more]

While the core message - use the support feedback loop to identify and fix problems instead of just documenting workarounds - is a great message, the article as a whole is dangerous.

Writing documentation / FAQs / KB Articles is about empowering your customers and your staff. Good documentation gets linked by power users any place that user’s are…[Read more]