Dec 1, 2016 by Wendy Content

Sharing the News

MailChimp changes a lot, and so does our Knowledge Base (KB). So a few months ago, we relaunched our monthly, internal Technical Content Newsletter to let people in the company know about new articles and KB updates. We write about fun stuff too, to help spread awareness in the company about what our team does. …

Nov 10, 2016 by Emily Bradley Research

Getting Started with User Feedback

At MailChimp, we spend a lot of time thinking about our users, and we strive to design our technical content with empathy and understanding for them. But we know that despite our best, most educated efforts, there’s still a human factor that’s difficult to account for. Our users are human, and they play an active …

Oct 27, 2016 by Emily Diffenderfer Writing

Writing Calisthenics

As some of us may have mentioned, our team has grown and changed a lot this year. I rejoined the team as technical content editor after a short break, and discovered we had nearly doubled the size of our department! With a lot of new writers on board, I worried about developing our team and …

Oct 13, 2016 by Elizabeth Cason Content

Where We’ve Been

After a long break, this blog is back in action. You’ve already seen several new posts, but I wanted to look back through our older entries to see how far we’ve come since our blog first went on hiatus almost a year ago. My main takeaway? We were much smaller, and while we knew the …

Sep 29, 2016 by James Rodewig Strategy

Asking Hard Questions

This is how I imagined it. Ben Chestnut, MailChimp’s CEO, sits me down and asks:
“So, what value does technical content bring to MailChimp?”

Sep 15, 2016 by Matt Conley Content

Your Docs are a Product

As technical communicators, we focus most of our effort into delivering quality documentation for users so they can find the information they need. Getting them what they need quickly means they can knock out their task and get on with their day. But at MailChimp, we think about our Knowledge Base as more than just …

Sep 28, 2015 by Carrie Heffner Research

Getting Started with Personas

My content strategy responsibilities for MailChimp’s Knowledge Base have recently grown to include user research. As a part of that research, I want to learn who uses the KB and what they find helpful, extraneous, or missing. Then, I’ll translate the findings into actionable personas the KB team can use to stay user-focused when we …

Sep 8, 2015 by Emily Diffenderfer Content

Iterating on the KB

MailChimp is good at iterating, and our Knowledge Base team has taken that same iterative approach to educational content and structure. We’re good at reacting to change, but we also want to plan ahead, anticipating change before it happens. To guide us toward a better, more consistent product, the Knowledge Base is developing new procedures …

May 28, 2015 by Curtis Cotsonis Strategy

What is Translation?

Despite the fact that MailChimp’s Knowledge Base published its first non-English language content early this year, it wasn’t our first translation. When I took charge of translating MailChimp’s Knowledge Base in February of this year, I recalled Octavio Paz’s essay, “Translation: Literature and Letters,” which opens like so: “Learning to speak is learning to translate.” …

Apr 23, 2015 by Elizabeth Cason Content

The Importance of a Support Team Liaison

MailChimp is designed to empower our users to send great email that helps grow their audiences and businesses. This empowerment philosophy extends to the Knowledge Base, where we provide tutorials and resources to make our users’ experiences better. But how do we determine how someone will use a feature to meet their unique needs and …