When Too Many Internal Websites Start Working Against Employees
Stop internal site bloat. Learn why an Enterprise Intranet Council is vital for reducing cognitive load and turning fragmented sites into a source of truth.
The Hidden Cost of Making Employees Navigate Multiple Internal Systems
Employees don’t struggle to find information because it doesn’t exist. They struggle because completing a single task often requires navigating multiple internal systems, each with its own logic, language, and expectations. This is an experience design problem and most organizations haven’t figured out how to solve it.
Why Cutting Jobs in the Name of AI Makes a Stronger Case for Better Employee Content Experiences
As companies cut jobs in the name of AI efficiency, they risk overlooking a quieter variable: the experience of the employees who remain and the dignity of those who leave. Layoffs driven by automation may improve balance sheets, but without intentional communication design, they erode trust, fracture morale, and weaken long-term performance.
AI Adoption is a Communication Problem Before It’s a Technology Problem
Artificial intelligence has become a board-level priority yet many employees struggle to realize its value because they lack clarity about what’s changing, why it matters, and how it affects their work. When internal communications around AI efforts is treated as strategic infrastructure, adoption shifts from being imposed to being owned, which fosters meaningful organizational change.
When Content Decisions Require Judgement, Not Tools
Tools and frameworks can surface signals, but they can’t make judgment calls. This article explores the moment content decisions stop being operational and start carrying real consequences for trust, compliance, and AI-driven outcomes.
The Best and Worst Ways to Run a Knowledge Base Governance Council
A knowledge base governance council only works when different functions understand and respect each other’s priorities. This article explores the best and worst ways to run governance, why HR and IT often talk past each other, and how clear ownership keeps decisions moving instead of stalling.
Is Your ‘RAG’ Leaving your Knowledge Base Exposed?
Retrieval-augmented generation (RAG) doesn’t fix content debt - it exposes it. When AI-driven answers pull directly from systems like ServiceNow, fragmented and outdated content shows up in the answers themselves, turning governance gaps into trust and experience problems.
When AI Makes Content Debt Impossible to Ignore
AI doesn’t fix content debt - it exposes it. As platforms like ServiceNow use AI to surface answers, outdated and inconsistent content becomes impossible to ignore. This article explores why AI turns content debt into a trust and experience problem, not just a governance issue.
Why Video Belongs at the Top of Your ServiceNow Knowledge Articles
Employees don’t arrive at ServiceNow knowledge articles ready to read. They arrive confused, stressed, or mid-task. This article explains why video belongs at the top of knowledge articles and how early orientation, not more text, determines clarity, confidence, and self-service success.
What Happens When Content Has No Owner
When content has no owner, it doesn’t stay neutral - it drifts. Policies change, duplicate answers surface, and employees stop trusting what they find. This article explores why ownerless content quietly erodes confidence, productivity, and self-service long before leaders notice a problem.
Why Content Fixes Fail When Experience is the Problem
Most organizations respond to employee confusion by fixing content, but the real problem isn’t writing. It’s how content is experienced. This article explores why adding more content often makes things worse, how experience failures quietly erode trust, and what leaders must understand before attempting to fix employee communications.
ServiceNow is a Content Experience. Here’s Why
ServiceNow isn’t just a case management platform. It’s where employees go when they’re confused, stuck, or need answers fast. Employees don’t experience ServiceNow through features; they experience it through content clarity, search relevance, and trust. This post explains why ServiceNow succeeds or fails as a content experience - not a technical implementation.