Oct 24, 2017 by Emily Bradley Writing

Perfecting Our Process

You know that feeling you get when you go on a trip you didn’t properly prepare for? You pack the day of, forget to account for traffic getting to the airport, and the whole day feels like a game of catch-up. That’s kinda what it used to feel like sometimes at MailChimp. When we were …

Sep 18, 2017 by Emily Diffenderfer Strategy

Basics: Process Management

Thanks to MailChimp’s partnership with Goizueta Business School at Emory University, our Learning and Development team was able to borrow Professor Steve Walton to help a few staff members learn the basics of process management. I joined 7 colleagues in the course, and each of us brought a different process to the room in hopes …

Aug 23, 2017 by Elizabeth Cason Writing

Onboarding: A Retrospective

In my last post, I talked about the training plan for our new technical writers. As you would expect from someone who works on a knowledge base team, I documented the onboarding process to evaluate its success. While my plan wasn’t a failure, it also wasn’t perfect. Here are some things we’ll remember for the next time we’re preparing …

Aug 10, 2017 by Sarah Fierman Writing

Write On: A Chat with Lisa and Sarah

Our two new writers, Sarah and Lisa, joined the Technical Content team back in April and were guinea pigs in our custom onboarding process. We asked them to have a quick chat about where they came from and what it’s been like to join the team. Lisa: Hi Sarah! Tell me about what you did …

Jul 25, 2017 by Wendy Writing

On Making Mistakes

MailChimp has a unique culture. In our workplace, failure and mistakes are acknowledged as a part of learning. This is painted on our floor at MailChimp HQ.   As a technical writer, it’s my job to make sure all the words in the MailChimp app and the Knowledge Base look pretty darn perfect. Typos and …

Jul 11, 2017 by Elizabeth Cason Writing

The Write Stuff

It may seem like there’s a new feature every time you log in to your MailChimp account. That’s not far from the truth. This is great news for users, who take advantage of these new tools to meet their business objectives. For the Technical Content team, as grows the MailChimp app, so grows the need …

Jun 27, 2017 by James Strategy

Aligning Content for E-Commerce

If you’ve been using MailChimp for a while, you might have noticed we’ve made some pretty big changes recently. You might also have spotted a trend in those changes: We’re adding more e-commerce tools and going beyond email to empower small businesses. That shift means we’ve got lots of new stuff to write about. It …

Dec 20, 2016 by Curtis Cotsonis Strategy

KB en Français

Earlier this year, I started the process of translating our Knowledge Base (KB) into French. I don’t speak French, so I called on our French-speaking language support specialists to help us get started and maintain the content as our technical writers update and add articles. Even in English, words have different meanings in the context …

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 …