You can build the perfect knowledge base and people will still email you. Here's why nobody uses your docs, and how to get it in front of them.

You published your help article...and everyone ignores it. So why? And how do you fix it?

You don't need more documentation. You need to delete half of what you've got. A guide to clearing out the graveyard.

You know you should write it down. You're not going to. This chapter is for people who are tired of lying to themselves about it.