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 …

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 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 …