As AI tools are deployed against support knowledge bases, they are exposing the chaotic underpinning of support  knowledge bases, prompting furious attempts to “clean up” or “build up” said knowledge bases. Are you stuck in an unproductive knowledge management dilemma? …

Why can’t I make progress with knowledge management? Read more »

I recently co-presented a webinar about support website design in which I discussed 5 principles for successful design. You can listen to the recording here to get the full experience, including exploring Automation Anywhere’s award-winning site. Here are the 5 …

5 Principles for Designing Support Websites Read more »