Generative AI search engines are here, and they're about to flip the world of technical documentation on its head. These tools won't just tweak how we create, find, or read tech content in the next ten years—they'll completely reshape it.

Let's take a look at what's coming and how it's going to shake things up.

Search That "Gets You"

Generative AI search engines are kicking keyword searches to the curb. Instead of wading through endless links, you'll get straight-up answers that match what you're asking. For this to work, documentation teams must rethink their content—making it clear, bite-sized, and easy for AI to identify, understand, and digest.

Imagine a developer hits an authentication error in API version 2.0. Instead of pulling their hair out while searching, they ask, "How do I fix this error in version 2.0?" Boom—AI answers are delivered on a silver platter, pulled from release notes, FAQs, and code examples. No rabbit holes. No swearing at the screen. Just the right info, right when and where you need it.

The Death Of The Keyboard: The Future Is Conversational

And let’s talk about how all this is changing the way we interact with tech. Generative AI is rewriting the rules for keyboards and typing, making them feel like yesterday's tech.

Why type out awkward, choppy keywords like "fix API error v2" when you can say, "How do I fix this API authentication error in version 2.0?" AI loves a good conversation. It can turn searches into natural, intuitive chats instead of a guessing game with keywords.

Voice input is stepping in as the new favorite.

Why Type When You Can Ask Alexa Or Siri To Figure It Out?

And for the times when typing is still necessary, AI shortens the back-and-forth. It delivers straight answers, so you don't have to refine your search a dozen times. Plus, you can skip typing altogether with multimodal input on the rise. Upload a photo of an error message or tap on predictive suggestions, and AI will deliver the goods.

Sure, keyboards will stick around for professional work or those moments when voice input isn't ideal, but they're no longer the show's star. AI prioritizes ease and efficiency, letting us ditch clunky keyword searches for something that feels human. The future is conversational, and the keyboard is learning to share the spotlight.

Generative AI Search Engines Are Kicking Keyword Searches To The Curb

Early data from Microsoft Bing AI and Google Bard shows people love conversational AI that cuts to the chase with direct answers. Microsoft even bragged that over 100 million people started using Bing daily after they added AI—yes, Bing. Who saw that coming?

Read more

Circle April 7-9, 2025, in bold red marker because San Jose, California, is hosting ConVEx 2025.

This 27th annual confab gathers the sharpest minds in technical documentation, content strategy, content engineering, and content operations. Experts share tips, tricks, and secrets to creating, managing, and delivering better content.

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The Center for Information-Development Management (CIDM) delivers this annual event, seamlessly blending learning, networking, and inspiration.

Why You Should Be at ConVEx 2025

ConVEx packs a ton into two days. It's not just PowerPoint slides and coffee breaks.

Here's what's in store for attendees:

• Mind-Expanding Presentations: Industry experts will share tips, tricks, and tools you can actually use. Think strategies for tackling your biggest documentation headaches, not boring buzzwords.

• Panel Debates: Join smart people arguing (nicely) about how to fix content chaos, scale operations, and make self-service content less of a hot mess.

• Real-World Stories: Want proof that this stuff works? Case studies will show how top companies beat the odds, streamlined their processes, and made measurable progress.

Browse the Cool Tools Zone

Okay, it's officially called the exhibition area, but let's get real—it's like a candy store for tech doc geeks. Stroll through and check out the latest software, AI tools, and workflow hacks that will save you time, impress your boss, and maybe even make you look like a wizard at work.

Software and service vendors are ready to chat about everything from localization to automation. No awkward sales pitches—just helpful info, product demonstrations, and maybe some tasty chocolates.

Who Should Show Up?

If your job involves creating or managing technical product information or documentation content, this event practically calls your name. It's perfect for:

• Documentation Managers: You're tired of herding cats and need systems that work.

• Technical Writers: Learn tricks to improve your skills and avoid reinventing the wheel.

• Content Strategists: Get ideas for making content people want to use.

• Product Managers: Find out how great content makes customers happier (and your life easier).

• Customer Experience Pros: Find out how great content creates happy, loyal customers who spread the word about your offerings to others.

Why San Jose?

Because Silicon Valley, baby! It's tech central, and San Jose is where innovation, culture, and excellent tacos collide. You'll leave the conference buzzing with ideas—and maybe with a new favorite lunch spot.

Don't Sleep on This

ConVEx 2025 is your chance to meet like-minded pros, swap ideas, and learn from the best. You'll leave smarter, better connected, and armed with solutions to your toughest challenges. Don't miss it!

See the full agenda, speaker lineup, and registration details.

Pro tip: sign up early to lock in your spot. If you act quickly, you can save 10% off the cost of registration when you use discount code — TCW — at checkout.

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Let’s face it: as technical writers, some of us spend a inordinate of time staring at code blocks, inline commands, and system outputs. And when we’re not deciphering the latest JavaScript spaghetti, we’re formatting Markdown in Docs-as-Code workflows that feel like a modern-day version of the myth of Sisyphus.

Enter Monaspace fonts—a new type family that promises to make our lives easier and our documentation more readable.

Before you roll your eyes and mutter, “Another font?” let me explain why Monaspace isn’t just another fancy typeface. It’s a font system designed explicitly for technical content, and it might just make you fall in love with typography. Or at least tolerate it more.

What Are '“Monaspace” Fonts?

Monaspace is the Swiss Army knife of fonts: versatile, practical, and unexpectedly stylish. It’s a family of five distinct fonts—Neon, Argon, Xenon, Radon, and Krypton—each with its personality and purpose.

Read more

I once thought structured content was the pinnacle of technical writing sophistication. Like labeling all your moving boxes and patting yourself on the back for being organized, I marveled at its clean tags and nested elements, smugly assured that everything was in its place. But just as you can’t solve life’s problems with a color-coded filing cabinet, I’ve come to realize that structured content, while essential, isn’t the whole story.

Welcome to the world of semantic structured content,
where you organize data to make it meaningful.

Structured Content: The Foundation

Structured content organizes information into a predictable framework using markup languages like Extensible Markup Language (XML) or its specialized cousin, the Darwin Information Typing Architecture (DITA). It locks in consistency, makes reuse a breeze, and lets you publish content across platforms and channels.

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Structured content has been a lifesaver for tech writers, rescuing us from the Wild West of unstructured documents and giving us scalable workflows instead of headaches.

But here's the rub: structured content, while fantastic for organizing information, doesn't know what it's talking about. It's like following a recipe exactly but not understanding why baking soda makes the cookies rise. Sure, it's got the structure down, but where's the meaning? Enter semantic content.

Semantic Content: Adding Meaning to Structure

Semantic content, the sophisticated older sibling of structured content, is the key to unlocking a deeper understanding. It doesn't just organize information; it explains what the content means and how it connects to other information. Using technologies like RDF or vocabularies like schema.org, semantic content enriches structured content with context and relationships that machines—and humans—can understand, enlightening readers and enhancing their knowledge.

Think of it like this: structured content is a beautifully organized cookbook written in XML. Semantic content is the same cookbook, but with notes in the metadata that say, "This recipe pairs perfectly with that one," or "Use this ingredient as a substitute in case of dietary restrictions." It's all about adding meaning to the structure, making the content more intelligent and thus more informative.

Here’s another example: a structured content model might include a product name, description, and specifications in a table. Semantic content, however, would go further by explicitly defining relationships, such as "Product X is compatible with Product Y" or "Specification A is required for Feature B." This added layer of meaning allows AI systems to draw inferences, answer nuanced questions, and create contextually-relevant connections that structured content alone cannot.

Why You Need Semantic Structured Content Now

You might think, "This sounds great, but do I need semantic content right now?" The answer is an unequivocal yes. AI and machine learning systems are rapidly becoming central to how people access information, and they thrive on context. They need content that doesn't just say, "Here's some data," but also explains, "Here's why this matters and how it connects to everything else."

For example, structured content can give users detailed specs and instructions if you write product documentation. Semantic content, however, can tell them how features relate, which configurations are compatible, and what scenarios call for specific actions. It helps AI systems answer complex user questions, create personalized recommendations, and support richer user experiences.

Without semantic content, your content is just an instruction manual;
with it, it becomes an intelligent assistant.

So, How Do You Get Started?

Transitioning from structured to semantic content might sound daunting, but it's more manageable than you think. Start by understanding the basics of semantic technologies like Resource Description Framework (RDF), JSON-LD, and Web Ontology Language (OWL).

Look at your content and identify key relationships—what connects to what, and how? Adopt semantic standards like schema.org or industry-specific vocabularies to ensure your content is machine-readable and interoperable.

Most importantly, you should collaborate with your team to weave semantic thinking into your content strategy.

The Natural Evolution of Technical Documentation

The shift from structured to semantic content represents a natural evolution in technical communication. As the demand for smarter systems and personalized user experiences grows, so does the need for content that not only organizes information but also makes it understandable to machines. By embracing semantic content, technical writers can not only meet today’s challenges but also help shape the future of intelligent communication systems.

Now is the time to lead this transformation.

Are you ready to make the shift? 🤠

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Ready to help shape the future of customer self-service? Heretto's groundbreaking research survey is back for its second year, and your voice is more crucial than ever.

The 2025 State of Customer Self-Service Survey goes beyond basic trends – we're uncovering the strategies that turn good support into exceptional customer experiences.

Whether you're crushing it at self-service or just getting started, your insights will help companies across industries unlock their full potential.

By participating, you'll:

• Get early access to industry-defining insights

• Help set new benchmarks for customer support excellence

• Join an exclusive community of forward-thinking professionals

Don't miss your chance to influence how businesses evolve their self-service strategies.

Take the survey!

Interested in the results from our previous survey? Grab your copy of the 2024 State of Customer Self-Service Report today!

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[TLDR] A recent study, "Listen to Your Users: The Effect of Usability Evaluation on Software Development Practice," by Marta Kristín Lárusdóttir, an Associate Professor at Reykjavik University, provides insights of value to tech writers into the impacts of usability evaluation methods on software development.

Related: A Systematic Review of Software Usability Studies

Software has slithered into every corner of our lives, quietly elbowing its way into our shopping carts, Netflix queues, and even the spreadsheets where Karen from accounting secretly plots world 🌍 domination.

It’s the invisible concierge of modern existence, fetching cat memes while scheduling your root canal. Try to avoid it, and you’ll find yourself in a standoff with a self-checkout machine that seems to know your darkest secrets but still insists you didn’t bag the kale.

Widespread reliance on software apps makes usability critical. Tech writers are essential in creating clear, user-friendly documentation that reduces frustration and enhances usability satisfaction with software products.

What Is Usability?

"The extent to which a product can be used by specified users to achieve specified goals with effectiveness, efficiency, and satisfaction in a specified context of use."

Source: International Organization for Standardization (ISO) 9241-11, Ergonomics of human-system interaction—Part 11, Guidance on usability

Why Evaluating Usability Matters

Usability evaluation is like watching someone try to fold a fitted bed sheet—it reveals how well (or catastrophically) people interact with a system.

When system design leaves users bewildered, tech writers are saddled with the fallout, scrambling to cover up the cracks with explanations that shouldn't have been necessary to create in the first place.

Related: The 10 Most Common Reasons For Poor Usability

Software Usability Lessons Learned

Usability Testing Gold Standard: The Think-Aloud Method

The Think-Aloud method is the gold standard for usability testing. It’s like eavesdropping on someone's inner dialogue while they navigate your software—only they know you're listening, and they're kind enough to talk out loud so you can hear their thoughts.

This technique helps evaluate usability by having users discuss their thoughts, decisions, and frustrations as they interact with a product or system. Their real-time narration shows you what they find easy, confusing, or difficult to use. Watching actual users struggle, triumph, or groan through real-world tasks uncovers challenges you might not otherwise notice.

Why Heuristic Evaluations Alone Are Insufficient

While helpful, heuristic evaluations can't compete with the raw, unfiltered honesty of a real-world user saying, "Wait, WTF am I supposed to click?"

Heuristic evaluations and the Think-Aloud method are like two very different dinner guests at a usability testing party.

The heuristics expert arrives early, armed with a checklist and a knowing smirk, pointing out all the theoretical flaws in the seating chart before anyone arrives. Meanwhile, the Think-Aloud participant strolls in fashionably late, sits down, and narrates their dinner experience in real time—“Why is the soup cold?” or “I can’t figure out which fork to use.”

Related: 10 Usability Heuristics for User Interface Design

Diverse Evaluation Methods Yield Richer Usability Insights

Mixing usability evaluation methods is like combining ingredients in a recipe—you get more flavor and texture.

Heuristic evaluations are fast, efficient, and perfect for catching broad issues early on. The Think-Aloud method, on the other hand, takes more effort but reveals what goes wrong when the guests (or users) interact with the product. Together, they make a well-rounded pair, offering the expert’s foresight and the user’s experience to create a more usable product.

Heuristic evaluations establish the structure, while incorporating real-world observations provide you the messy, juicy details. Together, they tell the full story of how users actually engage with a system.

For tech writers, this means you can predict the wild variety of ways people will tackle a task and create docs that speak to everyone, from the fearless power-user blazing through menus to the newbie poking buttons as if they might explode.

Tech Writers Should Prioritize Updates To Documentation That Align With High-Impact Usability Fixes

Tech writers should consider making updates to their documentation that align with high-impact usability fixes. Think of it as triaging a dinner party gone wrong—you deal with the kitchen fire before worrying about the slightly overcooked green beans.

This means playing the alignment game—focusing on updates that tackle the usability quirks most likely to trip users up. The goal? Craft content that explains and hands users the tools to succeed, even when the system isn’t optimized to work as easily as it might otherwise.

This gap between “it works” and “it works for humans” is where usability experts, designers, and yes, technical writers, swoop in to save the day. But until usability as a priority gets a permanent seat at the development table, the effort to make software truly user-friendly will remain the odd one out, quietly waiting for its turn to shine.

High-impact fixes address the parts of a system where users are most likely to stumble, curse, and possibly throw their smart phone across the room. Updating the documentation to match these fixes saves users from unnecessary agony and makes you look like the hero who actually understands their plight.

Plus, it’s a smart way for you to work. Why should you spend hours perfecting instructions for obscure features no one uses when you could tackle the big stuff everyone complains about? It’s like choosing to patch the roof instead of rearranging the furniture while rain pours in.

And let’s be honest: when you align your updates with what developers are fixing, you’re not just helping users—you’re making the whole team look good. Who doesn’t love a little mutual back-patting?

Why Don’t Software Devs Focus On Usability, Anyway?

The study didn't just lift the curtain on software developers and usability—it exposed a truth we all know, but don't love to admit:

Developers, no matter how much they appreciate usability data, are stuck in the land of tight deadlines and impossible to-do lists. They can't fix everything, so they cherry-pick the disasters that scream the loudest.

Software developers don’t focus on usability as much as you’d think because deadlines, feature requests, bug fixes, and management’s insistence on adding “just one more thing” tend to push usability into the corner like the kid no one wants on their dodgeball team.

It’s not that they don’t care; it’s just that “Does this button make sense?” tends to lose out when “Does the app crash?” is still on the table.

And, let’s not forget the classic “developer goggles” syndrome. Developers know how the system works because they built it, so they assume users will magically understand it, too. Add a sprinkle of budget constraints and a dash of “ship it now, fix it later,” and you’ve got a recipe for a product that sometimes feels like it actively dislikes its users.

Tech Writers: Don’t Let Usability Take The Back Seat

As much as you’d like to think perfect software falls from the sky, it’s a team sport, and technical writers are on the front lines. When usability takes a back seat, you’re explaining away the quirks, translating chaos into clarity, and ensuring users don’t toss their laptops out the nearest window. But imagine a world where usability isn’t an afterthought. Imagine if technical writers, developers, and designers worked together from the start to create systems that don’t just work—but work beautifully.

It’s not just a dream; it’s a goal worth striving for. In the end, making technology accessible and delightful isn’t just good for users—it’s good for all. So let’s stop patching over cracks and start building bridges.

Who’s in?

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Personalizing Technical Documentation Experiences

🗓️ December 5, 2024 (rescheduled from November 21, 2024)

Kevin Nichols, The Personalization Wrangler, chats with Patrick Bosek, CEO and co-founder of Heretto, about the transformative power of individualized technical documentation experiences. They will discuss how leveraging componentized, semantically rich, intelligent content powers personalization. Learn about role-based access control, preference-based personalization, and permission-based strategies, and gain actionable takeaways.

Content Personalization: 2024 and Beyond

🗓️ December 10, 2024

Kevin Nichols will examine current trends in content production and delivery and assess the impact that AI and other tech advances will have on personalized experiences. Nichols will share insights from a 2024 survey conducted by his firm, AvenueCX (in partnership with The Content Wrangler) and provide a curated overview of the guidance provided by major technology business analysts.

Why “Good Enough” Content Is No Longer Good Enough

🗓️ December 12, 2024

Global content strategy maven Val Swisher will explore how to turn your content into a valuable AI asset, emphasizing the importance of thoughtful curation for effective AI training. She’ll share practical tips for evaluating, cleaning, and organizing content to ensure it’s accurate, relevant, and diverse for AI use.

Putting DITA To Work In The Nuclear Energy Sector

🗓️ January 09, 2024

Explore how the Darwin Information Typing Architecture’s modular content approach is enhancing safety and operational efficiency in the nuclear energy sector with insights from Manfred Hammers of Rivtec, Inc. You’ll learn DITA basics, its role in managing highly regulated documentation, and how it addresses unique nuclear industry challenges by improving content flexibility, safety measures, and cost-effectiveness.

Discovering the Basics of DITA with LearningDITA

🗓️ January 09, 2025

Join Sarah O'Keefe for "Discovering the Basics of DITA with LearningDITA" a free webinar tailored for technical writers who want to learn how to create content in accordance with the Darwin Information Typing Architecture (DITA). Attendees will be introduced to the "LearningDITA" — a free, self-paced, online DITA training course.

Love Your Curmudgeon: Embracing Your Least Likely Partner In Transformation

🗓️ January 21, 2025

Amber Swope from DITA Strategies and Dan Schommer from Intuitive Stack will explore the surprising benefits of having a "workplace curmudgeon" and reveal what drives them. You'll walk away with practical strategies for engaging these team members and turning their resistance into valuable contributions.

The Content Wrangler is a reader-supported publication. To receive new posts and support my work, consider becoming a free or paid subscriber.

Heretto’s 2024 report, "From Unsung to Unstoppable: How Technical Writers are Driving the Self-Service Revolution," highlights how technical writers drive the customer self-service movement. The report shows how technical communication is becoming essential for boosting business results, keeping customers happy, and helping organizations succeed.

Key Insights:

1. Changing Landscape: Previously undervalued technical content is considered essential for business success. The report stresses that customer self-service, driven by technical documentation, reshapes industries.

2. Impact on Customer Retention and Career Opportunities: Survey findings reveal that online documentation is heavily utilized when available, significantly impacting customer retention. Many respondents see technical writers’ contributions to self-service initiatives as beneficial to career growth, with 45% believing it can lead to upward mobility.

3. Leadership Support: The report mentions that 90% of leadership supports self-service initiatives, which provide technical writers with a unique opportunity to align their work with business goals and increase visibility.

4. Future Investments: Organizations are committing to further investments in self-service, focusing on technology, content creation, and analytics. This suggests the need for technical writers to evolve their skills, particularly in content strategy, user experience design, and cross-functional collaboration.

5. Recommendations for Technical Writers: The report advises technical writers to:

   • Embrace strategic roles

   • Focus on measurable outcomes like customer retention

   • Collaborate across departments

   • Advocate for recognition

   • Invest in continuous learning and adopt a customer-centric mindset

Request the Report

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Ever wonder why that 3 p.m. meeting feels like mental quicksand?

Spoiler alert: It’s not just the coffee wearing off—it’s your brain’s way of saying, “I’m out of juice, and you’re asking for a miracle.”

If you’re still scheduling your day like every hour of brainpower is created equal, it’s time for a reality check: Your brain has peak performance times, and your calendar isn’t aware of that.

The Brain's Daily Energy Rollercoaster

Neuroscience has taught us that our cognitive energy is far from constant. Research has shown that the brain's ability to handle complex tasks varies throughout the day, influenced by circadian rhythms and mental fatigue.

Researchers say cognitive performance generally peaks in the mid-morning, declines after lunch, and may experience a secondary, smaller peak in the early evening. This is because our cognitive resources get depleted with each mentally demanding task, a concept referred to as decision fatigue. When we’re low on mental energy, even simple decisions become hard, and complex tasks can feel downright impossible.

For tech writers, whose job demands clear thinking, problem-solving, and creativity, understanding the relationship between brain energy and task performance is crucial.

Pushing through a difficult writing or editing task when energy levels are at their lowest is not just a frustrating experience; it’s a recipe for burnout and subpar work. Unfortunately, many documentation managers overlook this, defaulting to “filling the empty spots on the calendar” as the primary scheduling strategy.

Carla's Story: A Documentation Manager’s Wake-Up Call

Meet Carla, a documentation manager at a mid-sized software company. She was known for her efficient work style, setting up meetings and project milestones with clockwork precision. When she noticed her team’s productivity was dipping and error rates were creeping up, she started digging deeper. What was going wrong?

After chatting with team members, Carla discovered a pattern: people were struggling to complete tasks after attending back-to-back meetings in the early afternoon. The time slots for focused work were filled arbitrarily based on calendar availability, with no consideration for the energy demands of each task. Carla was scheduling tasks and meetings as though all hours were equally productive. She quickly realized that by ignoring the natural ebb and flow of the brain's energy levels, she was making it less likely her team would succeed.

The Science Behind Scheduling Smartly

Neuroscientific research supports Carla’s realization. The phenomenon of decision fatigue explains why mental energy wanes after sustained periods of concentration. A study published in Proceedings of the National Academy of Sciences found that judges were more likely to grant parole earlier in the day when their cognitive resources were fresher, underscoring how decision-making quality declines with mental fatigue.

Additionally, a study by the University of California, San Diego, discovered that the brain’s energy consumption varies depending on the nature of the task. Cognitive tasks that require a lot of focus and working memory deplete energy more quickly, suggesting that mentally demanding work should be tackled during peak cognitive times, such as late morning. By contrast, routine tasks can be performed during low-energy periods without significantly affecting quality.

Implications for Tech Writers and Documentation Teams

The implications are clear: documentation teams need to schedule their work around the brain's natural energy rhythms. For tech writers, this means:

1. Scheduling Writing and Editing During Peak Hours: The most cognitively demanding tasks, like drafting new content or revising complex documentation, should be scheduled in the late morning when cognitive energy is highest.

2. Avoiding Meetings in Low-Energy Times: Early afternoon meetings should be limited to routine updates or status checks rather than intense brainstorming sessions or decision-making.

3. Using Low-Energy Periods for Administrative Tasks: Routine, less demanding tasks, such as organizing files, formatting documents, or handling simple queries, can be reserved for times when the brain’s cognitive power is naturally lower.

Educating Others on Smarter Scheduling

Carla decided to educate her team and stakeholders about the science of brain energy and productivity. She started by sharing articles on cognitive energy management, including key studies that highlighted how performance dips at certain times of the day. She then led a team workshop to discuss the practical application of this research, using real-life examples to drive home the importance of optimizing schedules based on cognitive energy.

She suggested using color-coded calendars to indicate peak cognitive hours for each team member, encouraging individuals to block off those times for deep work. Additionally, she implemented a policy that limited meetings during critical hours reserved for focused work. Instead of scheduling based on “what’s free,” Carla encouraged her team to think about “what’s smart.”

How Some Companies Are Addressing This Challenge

Microsoft, Asana, and Shopify are among the companies exploring the connection between brain energy and effective meeting scheduling. Microsoft, for example, discovered that back-to-back meetings can raise stress levels and reduce productivity. To address this, they recommend building in breaks between meetings, giving employees time to recharge and improve focus, which ultimately supports better decision-making and cognitive health.

Asana has introduced "No-Meeting Wednesdays" to give employees a full day each week dedicated to focused work. This acknowledges the value of uninterrupted time for maintaining high mental performance. Similarly, Shopify rolled out a tool in 2023 that helps employees estimate the cost of time spent in meetings, encouraging them to consider whether a meeting is truly needed. These initiatives show a growing awareness that strategic scheduling, which aligns with natural cognitive rhythms, can boost productivity and well-being.

Overcoming the Challenge of Cognitive Scheduling

To tackle this challenge effectively, consider these practical strategies:

1. Implement Flexible Scheduling Policies: Allow employees to schedule tasks based on their personal peak cognitive times. Encourage the use of tools like time-blocking and calendar apps that help manage tasks around energy levels.

2. Educate Teams About Decision Fatigue: Awareness is half the battle. Share insights on how cognitive energy works and the impact of decision fatigue. Make it a standard practice to consider cognitive rhythms when planning tasks and meetings.

3. Designate Meeting-Free Blocks: Establish company-wide meeting-free times, such as late mornings, to protect peak cognitive periods. This can help ensure that critical work is completed during optimal brainpower times.

4. Encourage Rest and Breaks: Incorporate short breaks into the daily routine, especially after demanding tasks, to replenish cognitive energy. Promoting downtime can prevent burnout and keep mental resources replenished.

5. Start Small and Iterate: Even incremental changes, such as shifting a few meetings or adjusting daily routines, can have a noticeable impact on productivity. Use these changes as a pilot, collect feedback, and fine-tune your approach over time.

Carla’s story serves as a reminder that productivity isn’t just about fitting as many tasks as possible into a day—it’s about understanding when our brains are best equipped to handle different types of work.

By leveraging the science of cognitive energy, tech writers can improve the quality of their output, reduce errors, and prevent burnout. It’s time to stop letting the calendar dictate productivity and start letting our brains lead the way.

So the next time you’re tempted to squeeze in that 3 p.m. meeting, remember: your brain has already given you the answer—it just doesn’t have the energy to say it out loud. 🤣

Let's get real: If your team is drowning in change projects, feeling fed up, and ready to push back, it's not because they're lazy or "resistant." It's likely due to change fatigue—and the 2024 State of Change Fatigue Report breaks down exactly why so many workplaces are spinning their wheels on projects nobody has the energy for.

This new report, by Build Better Change and Mantis Research, didn't just drop stats on the problem; it's packed with solid advice to help you turn this ship around.

The Content Wrangler is a reader-supported publication. To receive new posts and support my work, consider becoming a free or paid subscriber.

The Truth Hurts: Key Findings on Why Teams Are Done with Poorly Planned Change

1. Change Fatigue Is Skyrocketing

It turns out all those "special projects" and changes aren't so special anymore. Over 70% of employees say these endless change initiatives are making it impossible to get real work done. More projects are landing on their plates, but leaders are fumbling the planning, leaving employees to juggle everything with less clarity than ever.

2. Planning? What Planning?

Let's be blunt: Only a third of the people in this survey felt their leaders knew how to pick or plan projects that could succeed. Instead, leaders often propose timelines and scopes that are more fantasy than reality, leaving employees to scramble when things inevitably go sideways.

3. Your Team's Burned Out—And Quietly Checking Out

Think burnout isn't a problem? Think again. A whopping 77% of those who face constant change say they're fried. From low morale to lost trust, to full-on "quiet quitting," where people mentally check out, the human cost of this change chaos is hitting hard.

[Get The Book!] CHANGE FATIGUE: Flip Teams From Burnout to Buy-In addresses the foundational psychological safety domains that drive willingness to change, alongside practical change facilitation techniques you can use today, regardless of where your team is starting from.

How to Stop the Madness and Make Change Workable

This report isn't just about pointing fingers; it lays out a straightforward game plan to get change efforts back on track. Here's the gist:

• Vet Projects Like a Boss: Don't green-light every idea because it sounds exciting. Make sure every change initiative aligns with your goals.

• Define Success (Seriously): Spell out what success looks like so your people aren't confused.

• Get Real with Timelines: People are juggling a lot already—don't toss in a surprise deadline that derails their ability to nail everything else on their plate.

• Listen to Your People: They know what's up, so ask for feedback and acknowledge the work they're putting in.

Want Your Team to Buy In? Download This Report

If your teams are tuning out or just flat-out exhausted by all the "big ideas" that never seem to pan out, this report's a must-read. It digs into the real reasons behind change fatigue and offers practical steps to get your team excited about change again—no gimmicks, no-nonsense.

Ready to flip change fatigue into change readiness? Grab the full report and make a difference.

Download The Report

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Join Patrick Bosek and me for a chat with Kevin Nichols, executive director of experience at AvenueCX. On our January 09, 2025 episode of Coffee and Content , we discuss the future of technical documentation and customer support with groundbreaking insights from a new industry report. 

The Content Wrangler, in collaboration with AvenueCX, surveyed 400 technical documentation professionals to understand how businesses manage and deliver self-service support content. The research explored current trends, technologies, and content strategies shaping customer support's future.

The Content Wrangler is a reader-supported publication. To receive new posts and support my work, consider becoming a free or paid subscriber.

We'll explore how self-service documentation is evolving, the role of advanced technologies like AI, XML, and CCMS, and why seamless, omnichannel experiences are becoming critical to both B2B and B2C companies. If you're a technical writer, content strategist, or anyone interested in elevating customer experiences through well-designed support content, this episode is for you. 

Coffee and Content is brought to you by The Content Wrangler and is sponsored by Heretto, a powerful component content management system (CCMS) platform for deploying help and #API documentation in a single portal designed to delight your customers. 

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The Right to Repair movement is gaining momentum, with new laws and regulations allowing consumers to repair their own devices. Consumers benefit from this revolution, environmentalists rejoice over it, and technical writers feel its impact as well.

Increased Demand for Detailed Repair Manuals

One of the core components of the Right to Repair movement is the availability of repair manuals. As more consumers gain the legal right to repair their devices, there will be a surge in demand for detailed, user-friendly repair documentation.

Technical writers will play a crucial role by creating clear, accurate, and accessible manuals for a broad audience.

Recent Right to Repair Initiatives Around the World

Numerous countries now pass laws, establish regulations, and implement other programs to empower consumers and promote sustainable practices. These actions give significant traction to the global Right to Repair movement. Let's examine recent legislation and how it transforms consumer rights and environmental policies.

United States

• New York’s Digital Fair Repair Act — Manufacturers must provide detailed repair manuals that cover product diagnosis, maintenance, and repair. These manuals should offer clear and complete instructions.
  
  Manufacturers must include safety information in the documentation to ensure users can perform repairs without risking injury or damage. Consumers and independent repair providers should have public access to the repair documentation. This accessibility ensures that anyone attempting a repair can use the same information as authorized service centers. Manufacturers should offer documentation in accessible formats, including digital copies for download from their websites.

  Manufacturers must provide details on diagnostic tools required to repair their products, including instructions on how to use them effectively. The documentation should explain how to obtain and apply any specific software updates or tools necessary for repairs.

  Manufacturers must supply detailed repair and diagnostic information, encompassing service manuals, wiring diagrams, technical service bulletins, and training materials. This information should cover all vehicle systems and components. Independent repair shops and vehicle owners should have access to all repair and diagnostic information on fair and reasonable terms, in both digital and physical formats.

  Photo by Carlos Torres on Unsplash

• Massachusetts: Right to Repair Law for Vehicles — Massachusetts has expanded its vehicle right to repair law to include telematics, ensuring that independent repair shops can access the diagnostic and repair data needed for modern vehicles.

  
  Manufacturers must provide independent repair shops and vehicle owners access to all repair and diagnostic information in digital and physical formats on fair and reasonable terms. They may offer this access through subscription services, ensuring the cost remains reasonable and comparable to what authorized dealers pay.

  Documentation and data-sharing practices must comply with national automotive diagnostics and repair information standards.
  

• California Right to Repair Act — This law mandates that manufacturers of electronic and appliance products make essential repair information and tools available to consumers and independent repair providers.

  
  Manufacturers must provide detailed repair manuals with instructions for diagnosing, maintaining, and repairing their products. These manuals must include step-by-step guides, parts lists, and troubleshooting information. The documentation must include technical diagrams and schematics detailing the internal components and configurations.
  
  Manufacturers must make repair documentation available via their websites or other digital platforms.
  
  Documentation must include comprehensive safety guidelines to prevent injury during repairs. This includes information on handling hazardous components and necessary safety precautions.

  Photo by Flavio

• Colorado: Right to Repair for Farming Equipment In 2023, Colorado became the first state to pass a right-to-repair law covering farming equipment. This legislation ensures farmers can access the necessary tools and information to repair their machinery, promoting agricultural sustainability.
  
  Manufacturers must supply detailed repair manuals that include step-by-step instructions, troubleshooting guides, and maintenance procedures. These manuals should cover all equipment systems and components. Documentation must include detailed technical schematics and diagrams illustrating the equipment's internal workings and component layout.
  

  Manufacturers must make repair documentation publicly accessible so farmers and independent repair shops can obtain the same information as authorized service centers. They should offer documentation through platforms like manufacturer websites or dedicated repair portals.
  

  The documentation must include comprehensive safety guidelines to ensure users conduct repairs safely. These guidelines should cover handling hazardous materials and necessary precautions to avoid injury.
  

• Minnesota: Digital Fair Repair Act — Minnesota joined the Right to Repair movement in 2023 with its Digital Fair Repair Act. This law requires manufacturers to provide parts, tools, and repair documentation for electronic devices sold within the state. This initiative aims to make electronic repairs accessible to consumers and independent shops.
  

  Manufacturers must provide detailed repair manuals covering their products' diagnosis, maintenance, and repair. These manuals should include step-by-step instructions, troubleshooting guides, and part replacement procedures. Documentation must include technical schematics and diagrams illustrating the internal components and device configurations.
  

  Manufacturers must make repair documentation publicly accessible, enabling consumers and independent repair shops to obtain the same information as authorized service providers. They should offer this documentation through digital platforms, such as manufacturer websites or dedicated repair portals.
  

  The documentation must include comprehensive safety guidelines to ensure users can perform repairs safely. It should detail how to handle hazardous materials and outline necessary precautions to prevent injury.

European Union

• EU Ecodesign Regulation — Mandates that manufacturers provide extensive documentation. Manufacturers must supply comprehensive repair and maintenance information to professional repairers and end-users. They must make this documentation available for a minimum of seven to ten years after placing the last unit of the model on the market.
  

  The repair documentation should include detailed instructions for disassembling, repairing, and reassembling the product. It should cover all components essential for the product's function and safety. Manufacturers must ensure professional repairers and consumers can easily access the documentation. They can offer this through online platforms, printed manuals, or other accessible formats.
  

  Manufacturers must provide detailed lists of available spare parts, including part numbers, descriptions, and information on where to obtain them.

  Photo by Revendo on Unsplash

• France: Repairability Index — The index currently covers five categories of electronic products: smartphones, laptops, washing machines, televisions, and lawnmowers. Manufacturers earn a repairability score for each product based on several criteria, including documentation availability, ease of disassembly, spare parts availability, and more.
  
  Manufacturers must provide consumers and professional repairers with comprehensive repair guides and maintenance manuals. This documentation should include:

  • Detailed diagrams and instructions for disassembly and reassembly

  • Information on tools required for repairs

  • Step-by-step troubleshooting guides

  • Safety instructions to prevent injury during repairs

Australia

• Product Stewardship Act — Manufacturers and importers must provide detailed information about the product, including materials used, potential hazards, and disposal instructions. The Product Stewardship Act encourages manufacturers to create and disseminate repair manuals and guides, facilitating product repair by consumers and independent repairers. These materials should include detailed repair instructions, diagrams, and information on the required tools and parts.

  
  The Act also encourages manufacturers to create educational materials, such as guides, brochures, and online resources to inform consumers about the importance of product stewardship, repair, and recycling.

United Kingdom

• UK Right to Repair Regulations — These regulations mandate that manufacturers of certain household appliances must make spare parts and repair information available to consumers and independent repairers for up to ten years after a product's purchase. This aims to extend product lifespans, reduce electronic waste, and promote sustainability.
  

  Manufacturers must provide detailed repair manuals and guides, including step-by-step instructions, diagrams, and lists of required tools and parts.
  

  Manufacturers must ensure easy access to repair documentation, allowing independent repairers and consumers to perform repairs safely and effectively. They must make the documentation clear and comprehensive, providing all necessary information to facilitate repairs.

India

• [Proposed] Right to Repair Law — The proposed Right to Repair Law in India is designed to empower consumers by ensuring they have the ability to repair their own products or access independent repair services.
  
  If the law passes, manufacturers must share manuals, spare parts, and diagnostic tools with consumers and independent repair businesses, making repairs more accessible and affordable.

Shifting Focus From Operational Instructions To In-Depth Repair Information

Traditional technical documentation often focuses on usage and troubleshooting within the confines of warranty and authorized service centers. With Right to Repair, the scope of documentation will expand to include comprehensive repair guides.

Writers must shift their focus from operational instructions to in-depth repair processes, safety precautions, and diagnostic tips.

Collaboration with Engineers and Technicians

Technical writers, engineers, and technicians must collaborate closely to create practical repair manuals. Writers must understand complex technical information and translate it into simple, actionable consumer steps. This collaboration will play a vital role in producing high-quality repair documentation that empowers users to fix their devices.

Embracing New Formats and Technologies

The rise of the Right to Repair movement will likely lead to adopting new documentation formats and technologies. Video tutorials, interactive PDFs, and augmented reality (AR) repair guides could become standard tools for technical writers. Embracing these formats will be essential for meeting the diverse needs of consumers and providing comprehensive repair support.

Ethical and Environmental Considerations

Technical writers must also consider their work's ethical and environmental implications. By contributing to the Right to Repair movement, writers support sustainable practices that reduce electronic waste and promote a circular economy (a systemic approach to longer and more efficient use of resources to avoid waste and resulting pollution). This shift aligns with broader societal goals of environmental responsibility and corporate transparency.

Professional Development and Skills Enhancement

As the demand for repair documentation grows, technical writers must enhance their skills and stay updated with the latest repair techniques and industry standards. To remain competitive and proficient in this evolving field, writers must pursue continuous professional development, attending workshops and obtaining certifications.

Opportunities for Technical Writers

The Right to Repair revolution presents an exciting opportunity for technical writers to expand their expertise and contribute to a significant societal movement. By creating detailed, accessible repair manuals and embracing new technologies, technical writers will play a pivotal role in empowering consumers and promoting sustainable practices.

As this revolution unfolds, the impact on the technical writing field will be profound, offering challenges and rewarding opportunities for those ready to adapt and innovate.

Learn more about the ‘Right To Repair’

Training courses

• iFixit is a leading advocate for the Right to Repair and offers extensive resources, including repair guides and news updates. It also produces iFixit EDU, a project that partners with 98 universities worldwide to teach repair and technical writing.

Survey data

• Consumer Reports survey finds Americans overwhelmingly support the Right to Repair.

Reports

• Public Interest Research Group (PIRG) Right To Repair Reports — The PIRG Right to Repair campaign advocates for legislation to grant consumers and small businesses access to parts, tools, and service information necessary for repairing products. It has seen significant progress with bills introduced or passed in multiple states and has garnered broad public support. The campaign seeks to ensure fair repair opportunities and counteract manufacturer-imposed repair restrictions.

Podcasts

• Repair Radio by iFixit — Apple Podcasts

• Right to Repair Catches the Car — Electronic Freedom Foundation — Apple Podcasts | Spotify

Books

• The Right to Repair: Reclaiming the Things We Own by Aaron Perzanowski explores the movement advocating for consumers' rights to repair their own devices and challenges the restrictions imposed by manufacturers, highlighting the broader implications for ownership, sustainability, and consumer autonomy.

Right to Repair Resources

• The Repair Association — a coalition of businesses and consumers devoted to shaping informed public policy. We are committed to upholding the values of quality repair, engagement and support of consumers as well as businesses, local farmers, and independent repair or service technicians.

• Electronic Freedom Foundation Right To Repair blog

• Repair.org blog

Imagine a virtual world where an incredibly lifelike avatar greets you, ready to deliver knowledge and skills tailored just for you. This isn't a scene from a science fiction movie; it's quickly becoming a reality thanks to cutting-edge technologies that blend artificial intelligence and virtual reality (VR).

At the forefront of this revolution is technology from companies like emerse.ai, which enables organizations to construct robust private training content libraries filled with product information, competitor analysis, industry insights, and general soft skills and methodologies. This treasure trove of data becomes the lifeblood of AI-powered avatars, empowering them to deliver targeted training sessions that are both informative and interactive.

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Building Knowledgeable Avatars

One compelling use case for AI avatars is training tech writers to understand a product's nuances, enabling them to create better content. In a landscape where accurate and effective communication is crucial, technical writers must grasp the intricacies of the products they document.

Imagine a technical writer engaging with an avatar that functions as a virtual subject matter expert (SME). The avatar can simulate real-world product scenarios accessible through a VR headset or a web browser. The avatar can respond to verbal inquiries about product features, functionality, and use cases, allowing writers to deepen their understanding and create more informed content.

Whether in a virtual reality setting or through a straightforward web interface, these intelligent avatars provide an immersive and informative training experience that adapts to the user's needs.

Immersive training experiences do more than convey information; they actively engage technical writers in a dialogue, prompting them to think critically and apply their knowledge effectively.

The avatar can dynamically generate responses using generative AI based on the latest data from the organization's private content library. This ensures that writers receive accurate and up-to-date information, which in turn helps minimize the occurrence of hallucinations—instances where the AI might generate incorrect or misleading information. Accuracy is critical in maintaining the integrity of the content produced and instilling confidence in the writers' output.

Enhancing Soft Skills Through Simulation

Beyond technical proficiency, AI-powered avatars are instrumental in developing soft skills essential for effective writing and collaboration. Training programs can focus on active listening, constructive feedback techniques, and adapting communication styles, all within a controlled, virtual environment. Technical writers can practice their approach with the avatar, receiving real-time feedback on their writing style and effectiveness.

For example, a technical writer may engage in a role-playing scenario where the avatar, as a virtual SME, provides critical insights and feedback on their drafts. The writer can practice responding to these suggestions, and the avatar can simulate various reactions, providing a safe space for learning and growth. This hands-on experience fosters confidence and equips technical writers with the tools to refine their craft and handle real-life writing challenges more effectively.

The Future of Training is Here

As organizations continue to explore the potential of AI-powered avatars, the implications for training and development are profound. By harnessing the capabilities of generative AI and LLMs, companies can create an engaging and incredibly effective training ecosystem. The ability to build a private content library that informs these avatars means that training can be customized and dynamically updated to reflect the latest product details and industry insights.

In a world where knowledge is power, equipping employees with the right tools to succeed is paramount. Integrating AI-driven avatars into training programs represents a significant leap forward, offering organizations a unique opportunity to enhance their workforce's capabilities. As this technology continues to evolve, the possibilities for immersive training experiences are limitless.

Are you ready to elevate your training processes and leverage the power of AI avatars?

Watch How Artificial Intelligence Drives Soft Skills Training Experiences, a free, one-hour on-demand presentation during which AI software entrepreneur Dominik Wever, CEO and co-founder of Emerse.ai, explores how organizations can harness product information and competitive intelligence to create AI-powered training agents that inform and transform your workforce.

The future of employee training is not just about information—it's about engaging experiences that drive results.

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Is your self-service customer support portal (help site) performing at its best? Now's your chance to find out—at no cost!

Heretto is offering a free help site assessment exclusively for The Content Wrangler subscribers. They'll evaluate your help site against the Best Knowledge Center judging criteria used by the Software and Information Industry Association (SIIA) in their annual CODiE Awards.

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Because a well-structured, user-friendly help site can make all the difference in customer satisfaction and support efficiency. Our assessment will give you clear, actionable feedback that you can use to improve navigation, content quality, and overall user experience.

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• A detailed review of your help site's strengths

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Don't miss out! Take advantage of this exclusive offer to ensure your help site works hard for your customers and you.

Don't let this opportunity slip by. Get your free help site assessment today and stay ahead in delivering top-tier customer support.

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