Your User Is Already Angry: A Chat with James Beach - Storytelling - Knowledgebase Ninjas

Topics in this episode

Storytelling Technical writing knowledge base Documentation narrative thinking

Episode notes

In this episode of the Knowledge Base Ninjas podcast, Gowri Ramkumar speaks with James Beach about how he approaches technical writing from a reader's perspective. James builds a persona for the target user before writing a single word, often testing the product himself through their eyes. Documentation, for him, is written for someone who's already frustrated and just wants a quick answer. He explains how storytelling and narrative thinking quietly shape the way he structures troubleshooting guides and walkthroughs. Getting something wrong is treated as discovery, not failure, and that mindset shapes how his teams grow. James also walks through how he'd approach documenting a completely unfamiliar product for users he's never met, by building a persona and picking a specific use case he can personally relate to. Thank you for tuning in! 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. Simply use this link - to start your free trial.