A place for Technical Writers, Knowledge Specialists, and all Documentarians. The Evolved Technical Writer focuses on facts and the now of our profession. No predictions. No catastrophizing. Some opinions. If you are tired of all the noise, come for a rest.

Posts

• The hidden cost of Fin AI
  Intercom’s Fin AI is without a doubt one of the industry leaders for agentic customer experiences. However, if you haven’t had the opportunity to work with it before, you might not fully understand how crucial content and knowledge management is to its entire engine. In fact, knowledge is Fin AI’s only engine.   You can’t draw water from… Read more: The hidden cost of Fin AI
• Don’t raise the cost of bad writing
  AI does not eliminate the need for good writing – it raises the cost of bad writing.  Let’s look at every major player, Stripe, Intercom GitLab, Zendesk, Microsoft Copilot, Atlassian. Each one is heavily invested in AI, and each one can expect to see… Read more: Don’t raise the cost of bad writing
• Dual Success Metrics
  In this new era of technical writing, you’ll often hear me advocate for seeing the AI bot as your customer. But does that mean ignoring your human customers? Absolutely, dispassionately, and resolutely not. For the best experience possible, your team must focus on AI… Read more: Dual Success Metrics
• Where we are now, and where we are going
  When I refer to our role as “The Evolved Technical Writer” it is because at its fundamental, the function is shifting, not shrinking. I have always been a person who deeply enjoys looking at where we were to appreciate where we are; so, let’s… Read more: Where we are now, and where we are going
• The Evolved Technical Writer
  Read this if you have been told AI is the end-all of our profession. As the Manager of a dedicated group of Tech Writers/Content Specialists in SaaS, I do not see it as my role to try to predict the future of our profession.… Read more: The Evolved Technical Writer