Our first webinar on „Knowledge Minining for ServiceNow Knowledge Bases“ is unfortunately over. You can find the recording here.In January, we will start the next round and offer another webinar on the topic, where we will answer your questions afterwards....
Last week I visited tcworld, a conference for technical communication. It took place on-site in Stuttgart for the first time since the covid outbreak, and I could attend in person. Being at the conference showed me what I had been missing out on throughout the last...
Knowledge and expertise are two of the most valuable assets for essentially each organization. Properly managing these assets directly improves customer experience, workflows process optimization, knowledge retention, and a culture of learning. What is the ServiceNow...
There are a lot of general tips and standards you can follow to help make your knowledge articles support your readers’ needs. Use simple language, good structures, helpful graphics, a style guide… All of these are great steps towards user-friendly articles. But there...
Drafts, working copies, old versions. Over time, numerous variants of a document can accumulate. For example, in marketing, the same text appears in a flyer, a brochure and a newsletter. Duplicates also occur in documentation, for example when content for very similar...
Making the best illustrations for knowledge articles The saying goes: an image says more than a thousand words. When writing knowledge articles, you aim to explain (often complex) information to your readers as quickly and simply as possible. It follows, that...
