If you had told me in college I was going to be a technical writer, I would have said: “What’s a technical writer?”After explaining it to me using a brief and thoughtful combination of writing, images, and diagrams, I would have said: “Ohhhhhhhh… I get it.” …

As part of my role, I work with designers to create user experiences that conversationally guide people to take the next step. Empathetic user experiences consist of UI elements, UI text, UI logic, and background automation working together to create a conversational journey. NimbleLand Login The login page on for the NimbleLand…

As I started as a technical writer, I found very quickly that the existing waterfall process for documentation would not scale in the product development team’s push for continuous delivery. I put together and implemented a fully agile documentation process based on CA Technologies “DocOps” concept. …

I’m very passionate around information experience (IX), which involves bringing writers and designers together to bring useful interfaces and writing together to form a seamless customer experience. …

During a phase of rapid readership growth for my company’s help site I wrote a blog to to communicate out the level of growth we were seeing and the need for a greater focus on growing the amount and quality of content. As we increase the number of people selling…

When writing FAQs, I’ve always tried to add a bit of humor and bluntness to capture reader’s attention. Here are some examples: How has the Order Confirmation changed? There is one small line of text that has been added which sums up what installment payments will be made. Example: “Payments will be made Weekly for $2.83…

I enjoy making videos and voice recordings for technical demonstrations, storytelling, and education. I’ve found the secret to the best videos is high quality sound and succinct editing. The best audio is achieved with a great mic and a relatable voice. Feature Overviews I’ve had the opportunity to make a few feature…

I enjoy storytelling throughout all my writing, and I’ve had a few instances where I’ve been able to write very rich narratives with subtle language. Fun stuff. Company Story Tasked with covering the 25-year span of company history, I wrote a short and purposeful narrative about where they’ve been and where they’re…

Throughout my time working with SaaS teams, I’ve been responsible for sharing internal updates, learning materials, and topics that generally interest me. Here are some of the best: Perspective: The Difference Between Empathy and Sympathy December 23, 2013 The difference between Empathy and Sympathy is really the crucial piece that will help us relate to our customers…