Podcast 114: Nine common onboarding mistakes that software companies make

Ellis looks at nine common onboarding mistakes that software companies make: Not thinking about jobs to be done, but features Overloading users with information Writing for a single audience Not providing or not co-ordinating the five pillars of onboarding content Getting the timing wrong Unclear goals Leaving “seams” in the onboarding experience Poor quality content… Read more »

Podcast 113: Using heatmaps & recordings to improve Hotjar’s knowledge base, with Karissa Van Baulen

We talk to Karissa Van Baulen, Customer Education Lead and Knowledge Base Owner at Hotjar. We discuss how she has used heatmaps and playback recordings to improve Hotjar’s knowledge base. What does Hotjar do? Why are heatmaps important? How have you used heatmaps and recordings to improve Hotjar’s knowledge base? How easy is this to do?… Read more »

Podcast 112: Nobody ever wants to buy software, with Toby Chapman-Dawe

Ellis talked to Toby Chapman Dawe of Strand UK about why he claims nobody ever wants to buy software. Toby is Managing Director of Strand. Toby specialises in communicating the business benefits of enterprise technology. Formerly a journalist in the UK writing for trade and national press, Toby transferred to the world of advertising in… Read more »

Quiz: What type of policies and procedures writer are you?

Policy and procedures come in different forms: half-page statements, one page flowcharts, and long sets of instructions are three examples. Just as there are all kinds of policy and procedures, so there are different kinds of policy and procedure writers. Each has a unique set of skills and experience, and they tend fall into common… Read more »

Project completion: The Mathspeak project

Customer confidentiality and NDAs mean that we’re rarely able to announce the completion of a project. So we’re delighted we’re able to do this for the Mathspeak project. About the project The Mathspeak project aims to provide non-native language speaking students with the means by which they can do maths better. When students study mathematics… Read more »