Writing

Up the ladder

A 15-part series on how customer help climbs from documentation, to answers, to resolution, and what AI agents inherit from each rung.

Published on LinkedIn. Articles 1 to 3 are live; new parts follow in three acts and a coda.

1. 01Act 1 · Part 1 of 15

   Self-service help is a ladder. AI agents are the next rung.

   Help climbed from documentation, to answers, to resolution. Agents are the fourth rung, and they inherit the content, measurement, and organization beneath them.

   Read on LinkedIn ↗

2. 02Act 1 · Part 2 of 15

   Start by defining the job

   Every team that depended on Adobe Help had a reasonable view of its job. A listening tour turned those views into one shared definition and a three-part scorecard.

   Read on LinkedIn ↗

3. 03Act 1 · Part 3 of 15

   Rebuilding the structure under a live site

   We kept the publishing system and rebuilt everything on top of it, from the information architecture to the templates and articles, without taking the site down.

   Read on LinkedIn ↗