Help Articles and Writing Strategies in the Age of AI with Leslie O'Flahavan

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We’re talking with Leslie O’Flahavan, owner of E-WRITE and writing expert, about how customer support teams can write better help docs in the AI era!

AI is changing the way customers find answers, but that does not mean we should forget about the humans reading those answers. Leslie explains why great knowledge base content still comes down to plain language, clear structure, and accurate information, whether the reader is a person or an AI tool pulling from your help center.

We discuss:

• How AI uses help articles
• Why outdated or vague documentation can create bigger problems faster
• Ways support teams can improve their knowledge bases

Leslie also shares practical writing tips you can use right away! These tips include how to write clearer article titles, when to use summaries, why “notes” and “read more” links can cause confusion, and how to revise your most-used articles without overwhelming your team.

So, if you write help docs, edit AI-generated support content, or manage a knowledge base, this episode will help you make your writing more useful for customers and more reliable for AI to pull from!

Links mentioned in this episode: 

• Leslie's LinkedIn Profile
• E-WRITE
• Help Scout article/webinar: Why Analytical Reading Is a Must-Have Skill
• LinkedIn Learning

We want to hear from you! Share your support stories and questions with us at [email protected]!
 
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Thanks for listening!