What does a software support ticket cost?

Executive summary It’s never easy to measure the cost of a software support ticket, because it costs more than the time a support agent spends writing a reply. The cost also includes team leaders, training, ticketing software, telephony, office costs and the time spent on follow-up messages. The cost increases if a ticket needs to… Read more »

Cherryleaf UK Technical Writer/Author jobs indicator – June 2026

Over recent months, we’ve been using AI to conduct a monthly survey that tracks hiring demand for Technical Authors across the UK. This month, Stepstone counts have been deduplicated (only the larger Totaljobs figure is used) and cloud‑platforms that blocked access (such as Indeed) are noted separately. Open vacancies by job board Job board /… Read more »

Why your procedures aren’t being followed (and how to fix them)

**Alt text:** Promotional webinar graphic in green and white. Large headline reads, “Why Your Procedures Aren’t Being Followed (And How To Fix Them).” Supporting text says, “Watch the on-demand session” and “Available Now.” An illustration shows a checklist with green check marks beside a simple process flowchart.

Your organisation has procedures. So why aren’t people following them? It’s rarely a discipline problem. In our experience, it’s almost always a documentation problem. In our free recorded webinar, we’ll walk through all five root causes, and show you exactly how to fix them, with a live before-and-after rewrite of a real procedure. You’ll also… Read more »

Open Knowledge Format: What it means for technical documentation

graphic titled “Open Knowledge Format (OKF): What it means for technical documentation”, showing three connected Markdown-style document cards with YAML metadata, a central knowledge graph icon, and a subtle AI network illustration.

Could technical documentation become the knowledge layer for AI? This month, Google Cloud has introduced the Open Knowledge Format (OKF). It’s an open specification for packaging organisational knowledge in a form that both people and AI agents can use. An OKF collection is essentially a directory of Markdown files. Each file contains a small amount… Read more »

Is your data protection complaints process ready for 19 June?

From 19 June 2026, organisations must comply with new requirements under the Data (Use and Access) Act 2025 for handling data protection complaints. The legislation introduces a clearer statutory framework for dealing with complaints from individuals who believe an organisation has failed to meet its obligations under UK data protection law. Organisations will need to:… Read more »