Knowledgebase Ninjas

In this episode of the Knowledge Base Ninjas podcast, Rachel Johnson shares her journey into technical writing and how the role has evolved over time.

She explains why documentation is no longer just a support function but a key part of the product experience, supporting users from onboarding to long-term use. Rachel also highlights the importance of integrating documentation early in the product lifecycle for better outcomes.

The conversation explores the impact of AI on documentation and how it is changing the way users find answers, while still requiring accuracy and strong foundational content. They also discuss how teams measure success through user behavior and feedback.

Finally, Rachel shares her perspective on self-service documentation and why it benefits both customers and businesses when done effectively.

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In this episode of Knowledge Base Ninjas, Cody shares his unconventional journey into technical writing and how the field is evolving in the age of AI. Cody shares how he transitioned from academia, combining his passion for language and technology in meaningful ways. He emphasizes creating “down-to-earth” documentation that meets users where they are, rather than overwhelming them with complexity or rigid formality.

The conversation explores what draws people to technical writing - clarity, continuous learning, and simplifying complex ideas while highlighting the role’s collaborative nature as a bridge across teams. A key focus is the impact of AI on documentation. While AI improves efficiency, Cody stresses that foundational skills like audience understanding and structuring information remain essential. He encourages writers to embrace AI while valuing the learning that comes from starting from scratch.

The episode concludes with practical insights and advice for aspiring technical writers navigating a rapidly changing landscape.

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In this episode of the Knowledge Base Ninjas podcast, Sadhana talks about what documentation performance really means and why it matters. It shows how effectively documentation helps users complete tasks without relying on support.

But numbers alone are not enough. She emphasises the importance of combining quantitative analytics with qualitative feedback to get the full picture of documentation performance. Through various examples, the discussion shows how metrics can sometimes be misleading without user context.

The conversation then moves to feedback channels that work best for documentation teams. Feedback structure, surveys, and support tickets are discussed as key sources of insight. She stresses keeping the feedback forms simple, visible, and empathetic.

Overall, the episode focuses on building a balanced approach to measuring, interpreting, and improving documentation performance.

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In this episode of Knowledge Base Ninjas, Gowri catches up with Strahinja Milosevic, a Senior Technical Writer with Bitvavo, on the evolving role of technical writers in an AI-driven world. Strahinja, a graduate in English and language from the University of Belgrade in Serbia, began his career as a freelance translator before moving to technical writing. 

Now, based in Amsterdam, Strahinja works in a docs-as-code environment, closely with engineering teams. In this conversation, he talks about why writing is only a small part of technical writing. He says AI has now become both an assistant and disruptor, allowing writers and companies to do more with less and faster. He also stresses that communication and human judgement can never be automated. This episode is a thoughtful exploration of where technical writing is headed—and why it matters more than ever. 

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In this episode of Knowledge Base Ninjas podcast, Gowri catches up with Oana Turnea, a Technical Program Manager at Microsoft, to talk about creating and managing documentation systems at scale.

Oana began her career as a helpdesk analyst and gradually moved towards information management. She says that from when she began working, she had a genuine passion for helping people better understand information. Her drive to improve existing content, combined with her background in linguistics and literature, led her towards knowledge management.

Speaking about how teams access and manage knowledge in large organizations, Oana says documentation, internal or public, has to be kept simple—simple formatting, structuring, language, and easy access. She also highlights the importance of clear ownership and reliable internal tools to ensure teams work with current information.

The episode also explores the role of AI in documentation workflows. While AI has impacted how documentation is created and maintained, Oana stresses the importance of keeping humans in the loop to ensure accuracy and consistency.

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In this episode of the Knowledge Base Ninjas podcast, we have Rahel Anne Bailie, Senior Content Consultant, from Content Seriously. She talks about how organizations are approaching AI and where many miss the mark strategically. She points out that companies often rush to “do AI” without clearly understanding the problem they are trying to solve.

She then shifts the focus to existing content and what it really means to be AI-ready. While AI has been used in content optimization tools for years, Rahel notes that this area is already mature. The bigger challenge today is delivering large volumes of existing content effectively through AI-enabled chatbots.

Rahel explains that AI works best with structured content, while unstructured content often leads to lower accuracy due to a lack of context. She stresses that human involvement remains essential, as AI can assist with content cleanup and restructuring but cannot operate on its own.

She closes by discussing evolving content standards and how to think about ROI, emphasizing the importance for content professionals to understand how LLMs work.

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In this episode of the Knowledge Base Ninjas podcast, Sakshi Shah, Technical Writer at Tesla explores how documentation is evolving in the age of AI, where content must serve both human readers and AI systems. The discussion highlights why structure, clarity, chunking, and consistency matter more than ever, and how understanding user types helps balance AI-ready and human-friendly documentation. The episode also introduces key principles of AI-ready documentation such as granularity, metadata, and token-oriented content to show how well-structured information enables AI to deliver more accurate and efficient responses. 

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In this episode of the Knowledge Base Ninjas podcast, Lynne Thompson, Technical Writer at Spence Consulting, discusses how technical writers can successfully gather the information they need and ensure their documentation truly serves users. 

Thompson emphasizes the importance of being customer-obsessed when creating documentation. Without understanding the user’s context, she says, even well-written content can fall flat. For writers to gain this perspective, they must immerse themselves in the product or application and experience it the way customers do. 

Check out the podcast to learn more.

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This episode of the Knowledge Base Ninjas Podcast, we have Alina Desiatnikova, Technical writer from Bolt, who shares her path from technical support to technical writing and the skills that shaped her career. 

This episode highlights the ongoing importance of clear, thoughtful documentation and the vital role technical writers continue to play. She discusses the balance between domain knowledge and writing clarity, how AI both aids and challenges technical writers, and why human oversight remains crucial. 

Alina also explains how she adapts documentation for different audiences and offers practical advice for writers navigating evolving expectations in the tech world. 

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In this episode of the Knowledge Base Ninjas podcast, Netra Pawar, Lead Documentation Engineer, shares how AI is transforming content creation and evaluation in technical writing. She explains the concept of an evaluation-first content lifecycle, where content is tested and validated before going live, applying a CICD-like approach to documentation. Netra discusses key metrics for content quality, retrieval, and impact, and how AI can help scale evaluation. She also talks about the evolving role of technical writers, the importance of error analysis, and how partnering with engineering and ML teams can improve content performance. Finally, she emphasizes the need for writers to experiment with AI, shares an example of how a well-written document failed to be retrieved correctly by an LLM, and explains the takeaways. 

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In the meantime, if you're ready to explore Document360, a knowledge base platform that can help your customers and teams get instant answers, we’d love to invite you to try it first-hand. 

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