Behind the Docs

Jeff Cross didn't plan to become a technical writer. He started a computer science degree, dropped out, spent a year trying to make it as a fiction writer, went back for a philosophy degree, considered academia, and then — almost by accident — realized that technical writing was the thing that made all of it make sense.Now Senior Manager of Technical Writing at Arctic Wolf, Jeff has spent years doing some of the most complex content work in the industry: documenting third-party security integrations he has no direct access to, managing a full DITA migration while keeping up with release cycles, and pulling off a content carve-out from a corporate acquisition with translated content in three languages and a hard deadline.In this episode, Jeff and Patrick talk about what it really means to do great documentation work, and why the hardest parts rarely show up in a job description.They cover:- Why the security space takes documentation seriously in ways other industries don't- What happened when a product rename turned "a" into "an" across thousands of content files- How AI helped a small team execute a DITA-to-DITA migration without outside help- The checkbox doc that nobody wanted to write — and that way more people read than expected- Why technical writing is less like writing and more like investigative journalismPlus: Patrick discovers mid-conversation that Jeff was the person who fixed the BlackBerry email signature problem that drove him personally crazy for a year.

In this episode of Behind the Docs, Ren sits down with Dachary Carey of MongoDB to explore a rapidly emerging challenge: AI agents can’t reliably read your documentation and most teams don’t realize it.Dachary shares how a deep dive into agent workflows (sparked by tools like Claude Code) uncovered critical gaps in how documentation is structured, delivered, and consumed by machines.From truncated pages and hidden content to the unexpected importance of formats like llms.txt, this conversation reveals why even well-written docs can become effectively invisible to AI systems.They also dig into:how agents actually interact with documentation (and where they fail)why technical writers are becoming essential to AI successand the growing gap between companies investing in docs and those cutting them entirelyIf you’re thinking about AI, content strategy, or the future of technical writing, this episode is a must-listen.Important Links:Dachary's LinkedIn: https://www.linkedin.com/in/dachary/Dachary's website: https://dacharycarey.com/The Agent-Friendly Documentation Spec: https://agentdocsspec.com/The GitHub repo for anyone who wants to contribute or leave feedback: https://github.com/agent-ecosystem/agent-docs-specThe npm tool (afdocs - for Agent-Friendly docs) that documentation teams can run to see how agent-friendly their documentation is: https://www.npmjs.com/package/afdocsThe GitHub repo for that tool for anyone who finds an issue or has a suggestion or request: https://github.com/agent-ecosystem/afdocs

In this episode of Behind the Docs, Patrick sits down with Manny Silva, Head of Documentation at Skyflow, to explore what happens when technical writing evolves into full-scale content systems.From growing up building computers to working at Apple and Google, Manny shares how his path into technical communication led to a deeply systems-driven approach to documentation.Today, as a team of one, Manny is rethinking what it means to scale docs—building automated workflows that turn Slack threads into structured drafts, enforcing style guides with AI, and creating feedback loops that continuously improve content quality.He also dives into Doc Detective, his open-source project for testing documentation like code—validating procedures, capturing screenshots automatically, and ensuring docs stay accurate as products evolve.Along the way, Manny shares insights on:why technical writers are becoming content orchestratorshow AI agents are powered by documentation at their coreand what it really takes to reduce friction in modern content operationsIf you’re curious about the future of documentation, AI workflows, and doc ops, this episode is packed with practical ideas and forward-looking perspective.Docs as Tests websiteDocs as Tests book

In this episode of Behind the Docs, Ren welcomes back Sara Feldman, Director of Member Engagement at the Consortium for Service Innovation and longtime advocate for knowledge-driven customer experience.Sara began her career as a technical writer, spending a decade embedded with support teams before diving deeper into knowledge management through Knowledge-Centered Service (KCS). That journey eventually led her to the Consortium, where she now works with member companies around the world to explore new approaches to service innovation and knowledge management.Together, Ren and Sara discuss:How KCS helps organizations capture and reuse knowledge in real timeWhy demand-driven knowledge practices produce better documentation and supportThe rise of intelligent swarming and how it could reshape how work gets routed across teamsWhy many organizations are struggling to operationalize AI despite the hypeThe importance of structured, trusted knowledge in an AI-driven worldWhy reducing customer friction matters more than simply improving efficiencySara also shares insights from working directly with industry leaders across customer support, customer success, and service operations—and why the future of AI success will depend heavily on strong knowledge foundations.If you’re curious about the intersection of documentation, knowledge management, and customer experience, this episode offers a thoughtful look at where the industry is heading next.

In this episode of Behind the Docs, Ren sits down with Melanie Denise Davis — journalist-turned-technical-communication leader, AI Wrangler, and founder of Dragonfly Diva Docs.Melanie’s career spans the evolution of modern technology itself: from punch cards and mainframes to structured content and AI. She shares what it was like entering tech before technical writing was even a defined profession, helping shape the field alongside early STC efforts, and now contributing to the ISO standard defining technical communication management.Together, they explore:✨ Why technical communicators are far more than “glorified typesetters”✨ The difference between writing words and engineering information✨ Why structured content is essential for AI success✨ How technical writers are the natural curators of generative AI✨ The importance of allies, mentorship, and resilience as a woman of color in tech✨ Why clarity — not grammar — is the true hill to die onMelanie also discusses her role with The Content Wrangler, her work in the upcoming Women in Technology anthology, and why this may finally be the moment technical communicators step fully into their power.If you care about clarity, collaboration, and the future of AI-ready content, this episode is packed with wisdom you won’t want to miss.Helpful LinksMelanie on LinkedinDragonfly Diva DocsWomen in Technical Communication

In this episode of Behind the Docs, Patrick Bosek interviews Dave Koelmeyer, the Content Operations Manager at IDEXX. Dave shares his unexpected journey from IT support to becoming a professional technical communicator.He discusses the importance of consistency in documentation, scaling of technical content using structured content and a CCMS, and the significant role of advocacy and education to help colleagues understand the benefits of high-quality self-help content.They also touch on the future of technical content with the integration of AI and the importance of understanding business strategy and stakeholder engagement.This episode is ideal for those interested in technical communication, content management, and the evolving role of AI in documentation.

In this special episode of Behind the Docs, Ren sits down with Heretto’s own Jarod Sickler — philosopher-turned-structured-content expert, and one of the most genuinely thoughtful voices in the documentation world.Jarod shares how a grad-school paper and a chance encounter in a Rochester coffee shop set him on an unexpected path into technical documentation (and eventually into Heretto). He opens up about the early days of learning DITA from scratch, the realities of content conversion, and why “doing life with a weight vest on” actually makes him a stronger practitioner.Together, Ren and Jarod dig into:The moment documentation shifted from “supplemental” to “part of the product”Why structured content is seeing a resurgence thanks to AIWhat new teams should actually measure before adopting a CCMSCommon misconceptions about content conversionThe coolest emerging trends in docs and in-app helpThe joy of reuse, personalization, and helping teams finally break the copy-paste cycleIf you love docs, workflows, or a good origin story that starts in a coffee shop, this one’s for you.

In this episode of Behind the Docs, we sit down with Sandie Markle, content engineer and CEO of Blueberri, whose journey through food tech, structured content, and accidental content engineering is one of the most fascinating we’ve ever featured.Sandie shares how a career pivot from finance to Shanghai led her into the world of recipe platforms, shopability, metadata, localization, and the early foundations of structured content—long before she even knew what the term meant. We talk about the realities of scaling content across platforms, building teams from scratch, navigating startup chaos, and how her experience helping home cooks ultimately shaped her philosophy on documentation and user experience.We also dig into her new venture, Blueberri, where she helps food tech companies and creators turn content into scalable systems, and her upcoming book Create Once, Share Everywhere, aimed at bridging the massive gap between creators and technology.If you love content ops, structured content, or just great stories about people who carve their own path into tech, this one’s for you.Find Sandie on LinkedIn or join her book's early reader group!

In this episode, we welcome Laura Minaie to Behind the Docs!Laura recently joined our team and brings a fascinating journey from editing training documents at Chili's to becoming a content strategist in the tech documentation world. She shares her 12-year career at Citrix/LogMeIn, discussing how she discovered technical writing, led a major DITA migration, and learned crucial lessons about proving the value of tech docs in organizations.Laura also discusses the complex relationship between marketing and technical communications, the importance of structured content, and why future-proofing your documentation is essential.

Episode OverviewJoin host Patrick Bosek in conversation with Karissa Van Baulen, a customer education professional with over a decade of experience in technical communication and knowledge management. Karissa shares her journey from customer support at startup Hotjar through building education programs that saved millions annually.Guest BioKarissa Van Baulen has spent 11+ years in technical communication and customer education. She started at Hotjar as employee #23 and grew with the company through its acquisition, eventually becoming their Knowledge Base Owner. Her passion lies in knowledge management, documentation, and creating self-service experiences that genuinely help users.Connect With KarissaFind Karissa Van Baulen on LinkedIn to continue the conversation about customer education and knowledge management.

The conversations keep rolling at LavaCon! In this episode, we’re talking to four guests who each bring a totally different perspective on content, tech, and the future of our field.Sandie Markle, founder of Blueberri, shares how she’s bringing content strategy to the food tech world — and why she believes structured content is the key to helping creators treat their work like a true business asset.Fabrice Lacroix, CEO of Fluid Topics, joins us to talk about what it really takes to unify enterprise content (and get execs to care). From “Undercover Docs” to agentic AI, this one dives deep into where content delivery and AI are headed next.Sarah Feldman, representing both the Consortium for Service Innovation and the new Kinetic Council, explains why our industry needs a new professional home—and how she’s working to build it. Plus, she shares her hill to die on: less “us vs. them” between content disciplines, and more collaboration.And finally, Tali Utz, a 23-year-old technical writer from Jack Henry & Associates, talks about what it’s like entering the profession in the age of AI—and why curiosity (and maybe a mid-college crisis) led him to this career.From structured content to content delivery to community and career evolution, this episode captures the heart of LavaCon: inspiration, innovation, and a lot of nerding out over content.

We took Behind the Docs on the road to LavaCon 2025 in Atlanta!Host Ren Taylor chats with some of the brightest minds in tech comm and content strategy — including Hannah Kirk, Noz Urbina, Kat Rierson, Manny Silva, and Sofiya Minnath — about how AI, metrics, and automation are reshaping the way we create, manage, and measure documentation.From docs-as-code to knowledge graphs to real-world help site transformations, this episode captures the conversations defining the next era of content operations.Buckle up for insights, laughs, and a front-row seat to the pulse of LavaCon.

In this episode of Behind the Docs, Ren reconnects with Randee Knapp, Tech Pubs Manager at ECHO Inc.—one of the very first people she met in the TechComm community.Randee shares her journey from an unexpected start in technical writing to leading a team through large-scale change, including ECHO’s transition to DITA. Along the way, she offers candid insights into:What it takes to guide a team through major process and tooling shiftsWhy tech writers need to balance accuracy, clarity, and empathyLessons learned from implementing structured content in a high-stakes industryThe role community and mentorship play in career growthBlending personal stories with practical advice, Randee shows how technical communication is as much about people as it is about tools and standards.

In this episode of Behind the Docs, Ren reconnects with Kimberly Voltaire, Technical Editor at Simpli.fi, after first meeting through a Help Site Assessment. Kimberly shares her journey from aspiring English professor to technical communications, how she built Simpli.fi’s first-ever style guide from the ground up, and why editing is far more than “just fixing words.”You’ll hear:✨ How Kimberly balances editing, UX, content strategy, and style guide ownership in her day-to-day✨ Why technical editors wear more hats than most people realize—and why that’s a good thing✨ The surprising challenges (and joys) of creating and maintaining a living style guide✨ Her take on cross-team collaboration, from business development to marketing, and why tech comm needs a stronger seat at the table✨ A candid discussion on AI—what it can (and can’t) do for technical communication teamsKimberly’s passion for clarity, collaboration, and user experience shines through in this conversation. If you’ve ever wondered how to advocate for the true value of technical editing—or what makes a great style guide stick—this episode is packed with insights you won’t want to miss.

Kat Reierson, Senior Technical Writer at DocuSign, joins Behind the Docs to share how a single Google search set her on a path to a fulfilling career in technical documentation. Kat opens up about:Her unconventional start in the field and how structured content gave her a major leg upLessons she learned on the job that no degree program could prepare her forWhy documentation deserves a seat at the table in product developmentThe future of AI in tech writing—and why writers should embrace agents, not fear themHer passion for building community, mentoring the next generation, and yes… even lobbing rubber ducks at conferencesThis is an honest, funny, and inspiring conversation about finding your place in technical writing, advocating for docs, and shaping the future of the industry.

In this episode, Ren Taylor sits down with Kaitlyn Snook, Technical Communicator at ACS Technologies, to talk about her journey into technical writing—from studying computer science to discovering her passion for communication and user experience.Kaitlyn shares what it’s like to spend 13+ years at the same company, growing from technical writer to UX content designer, and how her team transformed from unstructured wikis to a modern structured content environment. She opens up about the unique challenges of writing for church management software, the importance of empathy in documentation, and why content should never be used to cover up a broken UI.From creative ways to keep docs feeling fresh to the power of direct user feedback, Kaitlyn's story highlights how technical communication can make a real difference in people’s daily work.

In this episode of Behind the Docs, Patrick sits down with Matt Knight, Publishing Systems Manager at the Chartered Insurance Institute, to explore how more than three decades in publishing, typesetting, and learning materials production shaped his journey into structured content and content operations.Matt shares how his team transitioned from traditional print workflows to DITA and Heretto, balancing the needs of structured content with the demands of large-scale learning materials. From troubleshooting XML quirks to training external subject matter experts to work directly in the system, Matt highlights the wins, challenges, and lessons learned along the way.If you’re curious about what content operations looks like in a global learning organization—and how to make structured content stick in the real world—this conversation is packed with insights you won’t want to miss.

Patrick Bosek, CEO of Heretto, chats with content leader Barbara Green of ACSTechnologies about her unconventional path into documentation, from programming a typewriter to shaping enterprise content strategy. She shares lessons on scaling content, proving ROI, and the surprising ways documentation transforms customer experience.