Apr 15, 2018 by Wendy Writing

Schoolhouse Docs! How our Tech Writing Process Works

Like most things at MailChimp, the process of making a Knowledge Base (KB) article is … well, a process. Depending on what we’re writing about, it can take a few weeks or a few months. We plan, execute, and write alongside the Development team while new features are built in continuous deployment cycles.     …

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 …

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 …

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 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 …

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.” …

Feb 20, 2015 by Carrie Heffner Strategy

Inside the Knowledge Base

The Knowledge Base team is a ten-strong (and growing!) group of content lovers. We spend our days documenting MailChimp and figuring out how to connect users with the information they need, at the right time and in the right form. As Content Strategist, I work to bridge the gap between ideas and implementation. The writing …