Catherine Heath, KnowledgeOwl Blog Contributor

The value of a knowledge-centered business is more obvious during times of stress. You have already captured what is important for use at a later date. And if you haven’t been capturing knowledge already, it’s never too late to start.

From having a sensible customer support infrastructure, to reminding yourself that we don't know everyone's story, here are strategies for having more empathy.

Your team handbook is the manual that you present to all employees, and it contains the essentials of working for your company.

Jidoka means catching errors in the production system at the first chance you get, in order to stop them snowballing into larger problems and defects.

The documentation team at Splunk have written their own book called The Product is Docs. It covers the most important aspects of documentation for software development product teams.

There’s quite a difference between engineering a “newsworthy” customer service experience, and simply just getting it right every time. It may not go “viral”, but it wins you customers for life.