Catherine Heath, KnowledgeOwl Blog Contributor

Jidoka means catching errors in the production system at the first chance you get, in order to stop them snowballing into larger problems and defects.

The documentation team at Splunk have written their own book called The Product is Docs. It covers the most important aspects of documentation for software development product teams.

There’s quite a difference between engineering a “newsworthy” customer service experience, and simply just getting it right every time. It may not go “viral”, but it wins you customers for life.

When someone complains, it naturally arouses our instinct to defend ourselves, and avoid blame for negative situations. But it doesn’t have to be this way.

In this episode, Kate reflects on her career—both as a user of and support member for knowledge base software—to share the criterion you should consider as you choose the right knowledge base for your organization

Sometimes, poor documentation is a minor amusement. Other times, insufficient documentation can actually be dangerous. Mostly though, poor documentation is frustrating more than anything.