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Knowledge base templates: writing for intermediate customers
The Intermediate audience is where the bulk of your users live–the competent part of the audience journey. The audience journey…
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Knowledge bases templates: writing for beginning customers
Developing product-use information for Naïve and Beginning audiences has unique challenges. This article explains what these audiences need and includes…
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Defining the knowledge base content for your audience
Audience drives every detail you include in any communication. What does the audience know before they get to you? What…
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Good procedures: reducing complexity
Let’s look at how to structure tasks. We’ve all looked at a set of procedures in our life that had…
