Gowri Ramkumar of Document360 finds and interviews the brightest minds in the SaaS documentation space.
In this episode of the Knowledge Base Ninjas podcast, we speak with Stacy Reed, Senior Technical Writer at Wavelo. Stacy focuses on creating accessible, user-friendly documentation for both internal developers and customers. With 28 years in related fields and three years in technical writing, Stacy has expanded Wavelo's Dev Portal from a handful to over 100 endpoints. She's also a key driver behind the Neurodiversity ERG at Tucows. Stacy emphasizes that accessibility is not an afterthought, it's core to documentation. Discoverability and ease of navigation are equally vital, as documentation only serves its purpose when users can both find and understand it. She encourages avoiding jargon, using clear formatting, labelling visuals meaningfully, and aligning with the 7 Cs of communication, placing courtesy first. Her approach is built on empathy, structure, and the intent to help all users, especially those with disabilities or neurodivergence, access and benefit from documentation equally. Catch the full conversation on the Knowledge Base Ninjas podcast for valuable takeaways and pro tips. Stay tuned for expert insights and actionable strategies you don't want to miss out on.
In this episode of the Knowledge Base Ninjas podcast, we speak with Kylee Thornton, Technical Writer at Blue White Industries. With less than a year of experience in the field, Kylee shares how she stepped into technical writing through an internship and quickly embraced the fast-paced challenges of the manufacturing industry. She talks about how important it is to stay consistent in your writing, from tone to structure, to build trust and clarity for the reader. Kylee also explains the value of setting urgency protocols so high-priority tasks don't overwhelm the team, and how keeping documents user-focused, not writer-focused, makes information more accessible when it matters most. She stresses that good documentation is not just about writing, it's about proactive communication, staying updated, and recognizing that one change in a system can ripple across many documents. Kylee also shares how she uses AI as a helpful assistant, not a replacement, for her work. Catch the full conversation on the Knowledge Base Ninjas podcast for valuable takeaways and pro tips. Stay tuned for expert insights and actionable strategies you don't want to miss out on.
In this episode of the Knowledge Base Ninjas podcast, we speak with Paul Taylor, Technical Content Manager at Anaplan. Paul shares his non-traditional path from journalism and corporate communications into technical writing. Paul discusses how his varied background influenced his strategic mindset for documentation, highlighting that good content begins with the user. He advises on creating a technical writing team from scratch, the need to balance junior and senior talent, and why integrating with company culture is essential. Paul also talks about the changing role of documentation in business and how AI can be used as a facilitator and not a destroyer. His view on documentation is clear: it's not just a requirement, but a critical tool for enabling users and reducing support load. He shares more on content clarity, team collaboration, and smarter working with AI. Catch the full conversation on the Knowledge Base Ninjas podcast for valuable takeaways and pro tips. Stay tuned for expert insights and actionable strategies you don't want to miss out on.
In this episode of the Knowledge Base Ninjas podcast, we speak with Rina Groobman Cassouto, CEO of ContentMaster. Rina shares insights from her 30-year journey in technical writing. Starting with a background in English Literature, Rina transitioned into tech writing through a single course and went on to lead documentation teams and train writers globally. She emphasizes that technical writing today is more than just editing. It's about structuring information effectively. Technical writers who understand information architecture can turn disorganized content into valuable, user-friendly documentation. According to Rina, strong writing and a willingness to learn are more crucial than domain-specific knowledge, and hiring a technical writer should reflect that. She also adds about the role of AI in tech writing, viewing it as a helpful assistant rather than a replacement. Writers who bring strategic thinking and structural clarity to content creation will remain indispensable, even in an AI-driven future. Catch the full conversation on the Knowledge Base Ninjas podcast for valuable takeaways and pro tips. Stay tuned for expert insights and actionable strategies you don't want to miss out on.
In this episode of the Knowledge Base Ninjas podcast, we speak with Gayathri Krishnaswamy, Senior Content Developer at OutSystems. Gayathri shares her journey from software development to technical writing, finding her passion through roles in business analysis and open-source contributions with the Good Docs Project. She emphasizes the importance of collaboration between developers and documentarians, especially in API documentation, and highlights her approach to documentation alongside product development. Gayathri also discusses how AI tools assist in research and first drafts, while reinforcing the value of human insight in refining content. She views documentation as a core part of the product experience, advocating for user enablement, empathy, and continuous learning as keys to effective technical writing. Catch the full conversation on the Knowledge Base Ninjas podcast for valuable takeaways and pro tips. Stay tuned for expert insights and actionable strategies you don't want to miss out on.
In this episode of Knowledge Base Ninjas, we have James Birkinshaw, Principal Technical Writer at Oracle. He shares his unique journey into technical writing, starting from drafting and design to discovering his passion for clear communication. Inspired by the book How to Keep Your Volkswagen Alive for the Complete Idiot, James combined his interests in writing, computer science, and design to build a successful career. He highlights the critical role of understanding your audience before writing and emphasizes that illustrations should complement, not replace, the text. James discusses how a thoughtful balance between visuals and text creates more impactful documentation. He also touches on the role of AI in technical writing, noting that while AI can enhance efficiency, human writers remain essential for ensuring accuracy and clarity. Additionally, he emphasizes the importance of designing scalable graphics, keeping internationalization and localization in mind. The episode offers practical advice, real world insights, and thought-provoking conversations about the evolving relationship between visuals and technical documentation.
In this episode of Knowledge Base Ninjas podcast, we explore the evolving role of AI in technical documentation—highlighting both its promise and its limitations with Josh Bean, Principal technical writer from Amazon. Josh explains why, though AI tools offer significant efficiency gains, especially for repetitive tasks like rephrasing, summarizing, or structuring content, they fall short when it comes to understanding product complexity, user context, and organizational nuance. The technical writer emphasizes that AI should only be seen as an enabler, not a replacement for deep thinking or collaboration. High-quality documentation still requires critical human judgment, cross-functional input, and alignment with broader business goals. We also delve into the importance of integrating AI into well-defined workflows, supported by clear guardrails to ensure consistency, accuracy, and brand voice. Rather than chasing automation for its own sake, the focus should be on how AI can help teams reclaim time for strategic content creation and continuous improvement, says Josh. Catch the full conversation on the Knowledge Base Ninjas podcast for valuable takeaways and pro tips. Stay tuned for expert insights and actionable strategies you don't want to miss out on.
In this episode of the Knowledge Base Ninjas podcast, we have Luke Baylor, Technical Writing Manager at Google. Being a seasoned technical writer with over 25 years of experience, he shares his journey into technical writing and insights on managing technical writing projects. Initially drawn to writing through his passion for video games, Luke explains how he transitioned into technical writing and management roles, refining his ability to balance technical depth with clear, user-friendly content. Luke emphasizes the importance of understanding your audience when writing technical documentation. Whether it's providing detailed explanations for experts or simple, task-based guides for beginners, tailoring content to the user's needs is crucial. He also highlights the structured process behind successful technical writing. As AI continues to evolve, he discusses how it can assist in content generation but cautions against over-reliance. He believes that human expertise and intuition are still necessary to ensure the quality and relevance of technical documentation. Luke also provides advice for aspiring technical writers, stressing the importance of developing strong writing and communication skills and staying curious about the technology they document. Catch the full conversation on the Knowledge Base Ninjas podcast for valuable takeaways and pro tips. Stay tuned for expert insights and actionable strategies you don't want to miss out on.
In this episode of Knowledge Base Ninjas, we have Matthew Olapade, a freelance technical writer, explore the critical role of user-friendly documentation in bridging the gap between products and people. Matthew shares his unique journey—from handling recurring customer queries at his company to realizing that clear, well-structured documentation could drastically reduce confusion and support requests. His passion for making complex information more accessible led him to pursue a career in technical writing, where he now helps companies create documentation that enhances the overall user experience. Through the conversation, Matthew emphasizes the importance of clarity over complexity, ensuring that documentation empowers users instead of overwhelming them with technical jargon. He explains why understanding your audience is key—tailoring content to their level of expertise makes a significant impact on usability. We also dive into the collaborative nature of documentation, discussing how working with developers, product managers, and subject matter experts results in more accurate and valuable content. Additionally, Matthew highlights the need for continuous iteration, using feedback to refine and improve documentation over time. Catch the full conversation on the Knowledge Base Ninjas podcast for valuable takeaways and pro tips. Stay tuned for expert insights and actionable strategies you don't want to miss out on.
In this episode of the Knowledge Base Ninjas podcast, Renee Carignan, Manager of Technical Writers at Pendo, discusses the transformative role of AI in technical writing. She talks about how AI-powered tools are --revolutionizing documentation -- the impact of data analytics in making content more user-centric -- why optimizing for AI-driven search is crucial. Renee shares the best practices she follows to keep documentation relevant and user-friendly. She emphasizes the importance of tracking page views to understand which content is resonating with users and why. She also delves into the intricacies of using data analytics to refine the documentation process. By leveraging search data, technical writers can ensure their content reaches the right audience at the right time. The integration of AI is reshaping technical writing, making it imperative to optimize content for AI-driven summaries to maintain visibility. The challenge lies in understanding how AI-generated summaries are reshaping the way users consume content and how to choose the right analytics tools for deeper analysis. For aspiring technical writers, Renee advises starting with simple documentation projects, like detailing the use of a tool, to build skills and confidence. Catch the full conversation on the Knowledge Base Ninjas podcast for valuable takeaways and pro tips.
Chris Clinard, Manager of Emerging Technologies at Samet Corporation, discusses how AI is transforming workflows and processes across industries. In the construction sector, AI is being used to track projects through 3D models, providing real-time visual insights into buildings under construction. He also highlights how AI helps companies extract meaningful insights from vast amounts of data, streamline customer onboarding, and efficiently address external queries. Additionally, Chris emphasizes AI's impact on documentation, ensuring it remains accessible to visitors and enabling users to find answers within seconds.
Federico Marafin, Senior Technical Writer at XTEL, shares his insights on creating impactful documentation that truly delivers value. He emphasizes that the primary goal of any documentation is to meet the needs of its audience—whether it's helping customers onboard smoothly or enabling internal stakeholders to achieve their objectives. Federico highlights the importance of understanding your audience, stepping into their shoes, and anticipating what they need to use the tool seamlessly. He underscores the role of effective two-way communication in technical writing. On one hand, engaging with developers and engineers ensures accuracy, while on the other, connecting with customers provides real-world insights. Federico advises technical writers to actively gather information by interacting with all relevant stakeholders and stresses the importance of incorporating customer feedback to improve documentation. Creating opportunities for customers to provide feedback or even interact directly with the documentation team can significantly enhance the quality and usability of the content, he concludes.
In this episode, Amara Graham speaks about how technical documentation empowers developers and ensures seamless onboarding. She also discusses how documentation written by engineers often differs from that of technical writers and how style guides can help bridge this gap. We also explore best practices for crafting developer-friendly documentation that enables success, making this a power-packed episode you won't want to miss.
Natalia Kloda, Technical Writer at SAP, shares insights on how to start a career in technical writing without prior experience. She discusses the essential skills to develop and offers advice on effectively leveraging knowledge management tools to excel in the field.
In our recent episode on the Knowledgebase Ninjas podcast, Pooja Laxmeshwar, Technical Writer at BAI Communications, provides a comprehensive overview of topic-based authoring and single sourcing. She also discusses how single-source authoring goes beyond just reusing content.
Dennis Dawson, Senior Technical Writer at Ripple, discusses the evolution of graphics and the importance of visual elements in technical documentation. He also emphasizes that simple, clear animations can greatly enhance learning and improve the overall effectiveness of technical documentation.
In our recent episode on the Knowledgebase Ninjas podcast, Mickella Rast, Proposal Writer at Chenega Corporation, provides a comprehensive overview of proposal writing. She discusses the key steps involved in creating a proposal and the challenges faced during the process.
Lana Brindley, Senior Technical Writer at Shippit, provides a comprehensive overview of information architecture. She outlines the various steps involved in developing information architecture and also sheds light on the key teams involved in its design.
In our recent episode on the Knowledgebase Ninjas podcast, Syed Haroon Shah, Senior Technical Writer at Edetek, shared how a product's user manual inspired him to shift his career towards technical writing. He also discussed the various types of user manuals and best practices for creating them.
Rene Santana, Technical Writer at Box, discusses various use cases of Generative AI (GenAI) in technical writing and how it has influenced the way documentation is created. He also shared insights on ethical concerns that technical writers should be aware of when using AI for the documentation process.
As we approach the season finale, we're thrilled to present a bonus episode showcasing insights from some of our past guests. In this special episode, our guests uncover invaluable insights on the trends of UX writing, exploring the integration of UX teams into the documentation process, and offering tips for those getting started in UX writing.
In this episode, Brianne Bennett, Lead Technical Writer at Opensee delves into the difference between using Docs-as-code vs a Dedicated knowledge base tool for creating documentation. She also speaks about the factors that should be considered when switching to a knowledge base tool.
In our recent episode on the Knowledgebase Ninjas podcast, Iga Koprowska highlights the importance of feedback mechanisms in documentation to better understand the users and enhance documentation quality. She explores how various research methods aid in crafting effective documentation.
Hannah Kahn, Technical Writer at Azion, discusses the importance of selecting the right framework and specifications for creating developer-friendly API documentation. She shares insights on how to choose the right API documentation tool.
David Ingram, Senior Technical Writer at Medalia, discusses the best practices and challenges involved in migrating to a new documentation platform. He also emphasizes the various components that need to be addressed before initiating the migration process.
In the latest episode on the Knowledgebase Ninjas, we have Mick Davidson with us, sharing valuable insights on the evolving nature of technical writing over the last 30 years. He sheds light on the challenges documentalists face these days in terms of the role and research.
Eduarda Raddatz, Technical Writer at Matera, talks about the significance of knowledge management, and its impact on the overall success of an organization. In the episode, she highlights the benefits of having a good knowledge base platform.
In this episode, Sofia Emelianova, Technical Writer, Google, talks about challenges faced by technical writers and techniques for crafting high-quality documentation.
Beatriz Mejia, Technical Writer at Ben Fatto shares insights on how an individual's background in different fields can influence their approach to technical writing. She also discusses strategies to overcome the challenges during this transition.
Mark Wentowski, API documentation Specialist, TechWriteX, talks about various components, challenges, and best practices in API documentation space.
Mysti Berry, Principal Technical Writer, mParticle, speaks about documentation metrics she follows at her organization and explains knowledge sharing across boundaries.
Yael Basford, Senior Technical Writer, Akamai talks about how technical writing and psychology are intertwined and share her experiences working in larger teams vs smaller teams.
In our latest episode on Knowledgebase Ninjas podcast, we have Avi Chazen with us, and he explains how to define an ideal persona and how to incorporate the writing team into product development.
In the latest episode on Knowledgebase Ninjas podcast, we have Isa De Abreu sharing how documentation can act as a customer success tool. She also reflects on some interesting metrics they put in use at Nexudus to keep the knowledge base up to date.
Jonathan Glassman, Senior Technical Writer at GitLab joins us in this episode of Knowledgebase Ninjas Podcast and discusses the skills that technical writers should possess in the field. He further talks about different paradigms and tools that might be useful in technical writing.
Jessica Valero Gil, Senior Technical Writer at Zapier joins us in this episode of Knowledgebase Ninjas Podcast and discusses the Document Development Life Cycle (DDLC) and how to ensure the effectiveness of the document process.
Domi Sinclair, Technical Writer at Collibra joins us in this episode of Knowledgebase Ninjas Podcast and talks about the relevance of user empathy in creating support documentation.
Marty Yu, Senior Technical Writer at CrowdStrike, joins us in this episode of Knowledgebase Ninjas Podcast and talks about how essential a style guide is, tips to build one, and how it supports the customer journey.
Alex Fiedler, Director of Knowledge Experience at Torq joins us in this episode of Knowledgebase Ninjas Podcast and discusses documentation strategies for customer acquisition.
Lindsey Gilbert, Technical Writer at Paradox joins us in this episode of Knowledgebase Ninjas Podcast and talks about her journey of being a technical writer and how does the technical writing career path look like.
Mary Connor, Technical Writer at Civitas Learning, joins us in this episode of Knowledgebase Ninjas Podcast and talks about documentation best practices that attract and serve customers and innovations in the technical writing space that excites her.
Sue Highmoor, Document Manager at UKCloud, joins us in this episode of Knowledgebase Ninja Podcast to share insights on documentation process workflow and innovations in documentation tracking.
Ashok Nayak, Technical Writer at Fynd, joins us in this episode of Knowledgebase Ninja Podcast to share technical writer insights and advice for both beginners and professionals.
Vivek Pattnaik, Technical Writer at Microsoft, joins us in this episode of Knowledgebase Ninja Podcast to share his insights on writing highly-technical and SEO documentation on cybersecurity and information technology.
Jesse Eberenz, Technical Writer at Chainalysis, joins us in this episode of Knowledgebase Ninja Podcast to share his experience writing documentation about Saas products and blockchain and what it takes to write top-tier technical documentation.
In this episode of The Knowledgebase Ninjas Podcast, Gowri Ramkumar is joined by Kathyana Rule, Senior Technical Writer at Celigo. They discuss Kathyana's journey from biochemistry to technical writing, how to analyse document growth and productivity, and tips on generating organic traffic to your document.
In this episode of The Knowledgebase Ninjas Podcast, Gowri Ramkumar is joined by Abigail McCarthy, Staff Open Source Technical Communications Manager at VMware. They discuss Abigail's transition from technical writing to a managerial role, the ideology of the open-source documentation process, and the biggest challenges in a technical writer's career.
In this episode of The Knowledgebase Ninjas Podcast, Gowri Ramkumar is joined by Abhishek Sura, Senior Documentation Manager at Oracle. They discuss the technological evolution of documentation, the significance of consequential and API documentation, and the fundamentals needed to evolve as a technical writer.
In this episode of The Knowledgebase Ninja Podcast, Gowri Ramkumar is joined by Anusmita Ray, Technical Writer at TrueLayer. They discuss how Anusmita's educational background helped her succeed as a technical writer, the difference between usable/useful content and perfect content, and tips on creating a more collaborative documentation process
In this episode of The Knowledgebase Ninja Podcast, Gowri Ramkumar is joined by Kenneth Whyte, Techincal Writer at Vizlib. They discuss Kenneth's unexpected entry into technical writing, his continuous integration approach (CI) for documentation, and the innovations in documentation tracking during the past decade.
In this episode of The Knowledgebase Ninjas Podcast, Gowri Ramkumar is joined by Anil Hanagud, Documentation Manager at Cisco Systems. They discuss innovations in technical writing, the documentation process-flow of Cisco Systems, and the qualities and requirements to become a lead technical writer.
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