Courses
Everything you need to run your company's help center
If the help center has landed on your desk, these 6 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 an hour of reading, plus hands-on exercises you do on your own help center. Take them in order; each one builds on the one before.
How a help center actually worksWhat a help center is for, who reads it, what makes an article work, and how to tell if it's working. Whether you're fixing a help center or building one from nothing.Who's really reading your help center?What a working article is made ofWriting for AI, and judging itHow you find out whether any of it worked+4 moreDeciding 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.Turning questions into pagesFinding the groups that make sense to your customersBeing found on Google and in AI answersTesting your structure before you build it+4 moreWriting the articleTurn what you know into a page someone can actually follow, from the first question you ask to the finished article.Getting the facts before you writeSteps that actually workWhen a picture helps, and when it gets in the wayOne article, start to finish+4 moreMaking everything sound like one companyStyle, editing and review, so everyone who writes for you, AI included, sounds like the same company.Getting the tone right for the momentThe 5 kinds of edit, and which one you're doingA review process that doesn't slow everything downEditing an AI draft so it sounds like you+5 moreKeeping it trueKeeping your help center accurate, measuring whether it works, and watching what your AI assistant tells people.5 habits that catch product changesRetiring and deleting without worryingWhat to measure, and what to ignoreWatching what your AI assistant is telling people+4 moreContent nobody is supposed to seeManaging the pages that exist but aren't meant to 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 And keeping track of them before they go out of date.Hidden from people isn't hidden from the assistantContent written for the assistant aloneContent that lives inside the productThe list, and the monthly 10 minutes+4 more
Want a shorter read first? The insights are free, one argument each.