Courses
Everything you need to run your company's help center
If the help center has landed on your desk, these six courses teach you the job. How it works, how to plan and write it, how to keep it consistent and accurate, and how to make it work for AI assistants as well as people. Real practice from people who do this every day. No fluff.
Each course is about 30 minutes of reading, plus hands-on exercises you do on your own help center. Take them in order; each one builds on the one before.
Best value
All six courses for $199
Buy them together and save $95. Everything from how a help center works to managing the content nobody sees, yours to keep and take at your own pace.
$294 $199
How a help center actually worksWhat it is for, who is reading it, and how to judge what your AI writes. Whether you are fixing a help center or building one from nothing.What a help center is actually forWhy every team is quietly depending on youWhich kind of knowledge base are you running?Who is actually reading, and it is not who you thinkWhat a working article is made ofWhy the answer has to come firstWriting for an AI assistant, and judging what it wroteHow you find out whether any of it workedDeciding what goes whereHow to plan a help center from the questions up, so a person browsing and an AI assistant searching can both find what they need.Start with the questions, not the productTaking stock of what you already haveTurning questions into pagesFinding the groups that make sense to your customersPlanning categories around the customer's journeyHow people and AI assistants find their wayBeing found on Google and in AI answersTesting your structure before you build itWriting the articleTurning what you know into a page someone can actually use, and spotting when the AI has not.Getting the facts before you writeThis is not the writing you already knowWriting for the person in front of youSimplifying without dumbing downSteps that actually workWhen a picture helps, and when it gets in the wayLink or explain?FAQs and callouts: the two tools that help both readersAccessibility is not optional, and it is not extra workEditing an AI draft so it sounds like youMaking everything sound like one companyStyle, editing and review, so everyone who writes for you, AI included, sounds like the same company.What "one voice" actually meansGetting the tone right for the momentPutting your style decisions where people will actually use themThe four kinds of edit, and which one you are doingA review process that doesn't slow everything downGiving feedback and helping people get betterWhen one of your writers is an AIKeeping it trueKeeping your help center accurate, measuring whether it works, and watching what your AI assistant tells people.Nothing stays trueHow you find out something changedSplitting your time, and what the job actually looks likeHandling new features without falling behindWhat to measure, and what to ignoreArchiving and deleting without worryingShowing your manager the help center is workingWatching what your AI assistant is telling peopleContent nobody is supposed to seeManaging the pages that exist but must not be found: for your AI assistant, for your team, for a test, for a launch. And keeping track of them before they go out of date.Every help center has a hidden sideWhat "hidden" actually meansHidden from people is not hidden from the assistantContent written for the assistant aloneContent written for your own teamContent that lives inside the productTwo versions of the truth: tests, launches and leftoversThe list, and the monthly ten minutes
Prefer to read rather than be taught? The lessons are free and cover one idea each.