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. …

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 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 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 …

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 …

Mar 11, 2015 by Emily Diffenderfer Content

Knowing Your Content

The technical content team has been busy this year. We’ve completed a few big projects that have made a huge impact on the content and usability of MailChimp’s Knowledge Base. But it’s not just the outcomes of these projects that are impactful. Even the small steps that lead up to each result can make a …