Shows
Behind the Docs13. Technical Writers Should Be Rebranded to Knowledge Engineers with Dave Koelmeyer of IDEXXIn 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...
2025-12-0238 minBehind the Docs12. The Philosophy of Structured Content with Jarod SicklerIn 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...
2025-11-2541 minBehind the Docs11. From Accidentally Structured to Intentionally Scalable with Sandie MarkleIn 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 expe...
2025-11-1839 minBehind the Docs10. From Chili's Training Docs to Enterprise DITA Migration with Laura MinaieIn 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.
2025-11-0446 minBehind the Docs9. Building Customer Education Programs with Karissa Van BaulenEpisode 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...
2025-10-2835 minBehind the Docs8. BtD at LavaCon, The Content Strategy Conference - Pt. 2The 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...
2025-10-211h 07Behind the Docs7. BtD at LavaCon The Content Strategy Conference - Pt. 1We 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.
2025-10-1438 minBehind the Docs6. The 5 Whys with Randee Napp of ECHO Inc.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 ment...
2025-10-0737 minBehind the Docs5. The Power of Style Guides with Kimberly Voltaire of Simpli.fiIn 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 surpr...
2025-09-3028 minBehind the Docs4. Unapologetically Authentic with Kat Reierson of DocuSignKat 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...
2025-09-2336 minBehind the Docs3. Creating Content with Purpose - Kaitlyn Snook at ACSTechnologiesIn 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 c...
2025-09-1625 minBehind the Docs2. Leveraging DITA for Learning Content - Matt Knight of Chartered Insurance InstituteIn 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...
2025-09-0931 minBehind the Docs1. Welcome to Behind the Docs! Kicking it off with Barbara Green of ACSTechnologiesPatrick 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.
2025-09-0234 min
ScriptoriumEvery click counts: Uncovering the business value of your product contentEvery time someone views your product content, it’s a purposeful engagement with direct business value. Are you making the most of that interaction? In this episode of the Content Operations podcast, special guest Patrick Bosek, co-founder and CEO of Heretto, and Sarah O’Keefe, founder and CEO of Scriptorium, explore how your techcomm traffic reduces support costs, improves customer retention, and creates a cohesive user experience.
Patrick Bosek: Nobody reads a page in your documentation site for no reason. Everybody that is there has a purpose, and that purpose always has an economic impact on your busi...
2025-08-1130 min
Content OperationsEvery click counts: Uncovering the business value of your product contentEvery time someone views your product content, it’s a purposeful engagement with direct business value. Are you making the most of that interaction? In this episode of the Content Operations podcast, special guest Patrick Bosek, co-founder and CEO of Heretto, and Sarah O’Keefe, founder and CEO of Scriptorium, explore how your techcomm traffic reduces support costs, improves customer retention, and creates a cohesive user experience.
Patrick Bosek: Nobody reads a page in your documentation site for no reason. Everybody that is there has a purpose, and that purpose always has an economic impact on your busi...
2025-08-1130 minContent OperationsSelf-service content in the age of AI with Patrick BosekIn episode 165 of The Content Strategy Experts Podcast, Sarah O’Keefe and guest Patrick Bosek of Heretto discuss how the role of customer self service is evolving in the age of AI.
I think that this comes back to the same thing that it came back to at every technological shift, which is more about being ready with your content than it is about having your content in the perfect format, system, set of technologies, or whatever it may be. The first thing that I think either of us will say, and a lot of people in th...
2024-04-2922 minScriptoriumSelf-service content in the age of AI with Patrick BosekIn episode 165 of The Content Strategy Experts Podcast, Sarah O’Keefe and guest Patrick Bosek of Heretto discuss how the role of customer self service is evolving in the age of AI.
I think that this comes back to the same thing that it came back to at every technological shift, which is more about being ready with your content than it is about having your content in the perfect format, system, set of technologies, or whatever it may be. The first thing that I think either of us will say, and a lot of people in th...
2024-04-2922 min
Content ComponentsComponents Live! - 3/15/24Join us every Friday at 3pm EST for quick-fire insights on the latest content news, some sizzling hot takes, and answers to all of your burning questions. 🔥This week's article: https://endtimes.dev/why-lowercase-letters-save-data/Download the Content Operations book: https://publishing.vt.edu/site/books/e/10.21061/content_operations_evia/Heretto on LinkedIn: https://www.linkedin.com/company/heretto
2024-03-1516 min
Content Strategy InsightsScott Abel: Content Unification from The Content Wrangler – Episode 170Scott Abel
Navigating the complex and multifaceted online media landscape can be a disjointed and disorienting experience.
Scott Abel has a method for smoothing out online customers' experiences. His "content unification" approach benefits both the organizations that create content experiences and the customers who navigate them.
We talked about:
the origin of his personal brand, The Content Wrangler, and his content strategy evangelism for Heretto
the concept of content unification
examples of companies that are benefiting from a more unified approach to content
the relationship between content unification and customer experience
the results of his survey of research on API...
2023-12-0631 minContent OperationsHow to choose a content model with guest Patrick Bosek (podcast)In episode 150 of The Content Strategy Experts Podcast, Alan Pringle and special guest, Patrick Bosek of Heretto talk about choosing a content model, factors to consider, and when you should think about customization.
“There’s a valid use case for almost every approach that’s out there. There’s no way around that. I think what it really starts to come down to is making sure that you’re matching the 18+ months [ahead] to the decision you’re making now.”
— Patrick Bosek
Related links:
Heretto.com
Demystifying content modeling
Is Content as a Ser...
2023-08-1433 minScriptoriumHow to choose a content model with guest Patrick Bosek (podcast)In episode 150 of The Content Strategy Experts Podcast, Alan Pringle and special guest, Patrick Bosek of Heretto talk about choosing a content model, factors to consider, and when you should think about customization.
“There’s a valid use case for almost every approach that’s out there. There’s no way around that. I think what it really starts to come down to is making sure that you’re matching the 18+ months [ahead] to the decision you’re making now.”
— Patrick Bosek
Related links:
Heretto.com
Demystifying content modeling
Is Content as a Ser...
2023-08-1433 min
Quality during DesignInformation Development in Design, with Scott Abel – Part 2 (A Chat with Cross-Functional Experts)Dianna Deeney interviews Scott Abel about why members of the technical documentation team should be brought into product design process earlier rather than later. And to encourage product design teams to incorporate the insights available from technical documentation professionals into their design decisions.This episode is Part 2 of our interview. Part 1 (published earlier) was a discussion involving information development management. This Part 2 focuses on technical communication in design.This interview is part of our series, “A Chat with Cross Functional Experts". Our focus is speaking with people that are typically part of a cross-functional team wi...
2023-08-0934 min
Quality during DesignInformation Development in Design, with Scott Abel – Part 1 (A Chat with Cross-Functional Experts)Dianna Deeney interviews Scott Abel about information development management, a discipline concerned with best practices for managing and coordinating all activities related to the development, production, and distribution of information. He shares ideas, strategies, and best practices for unifying all product information - technical documentation, product specifications, customer support, training, and on-boarding - in a single online knowledge center.This is Part 1 of 2 episodes with Scott. In Part 1 (this episode) we talk about information development management. In Part 2 (next episode), we talk about technical communication as part of product design success.This interview is part...
2023-08-0235 min
Tech Writer Koduje#55 Tech Writer ocenia dojrzałość dokumentacji, czyli technologiczne marzenia kontra rzeczywistośćWarto mieć plany i marzenia, szczególnie w kwestii wdrażania usprawnień w swojej pracy. Jako Tech Writerzy często snujemy wizje wykorzystania wspaniałych nowych technologii, które są na topie do przesunięcia naszego procesu tworzenia dokumentacji na wyższy poziom. Często jednak zapominamy o podstawach, bez których takie śmiałe wizje nie mają szansy powodzenia.Zanim zaczniemy rewolucję, powinniśmy przyjrzeć się temu jak się sprawy mają w naszej organizacji. Tutaj przychodzi nam z pomocą model oceny dojrzałości (maturity model), dzięki któremu dowiemy się na jakim etapie rozwoju jest nasza dokumentacja. Do...
2023-06-2953 minTech Writer Koduje#53 Tech Writer robi ContentOps, czyli jak holistycznie podejść do dokumentacjiDokumentacja nie powstaje w próżni, tylko jako część większego procesu tworzenia oprogramowania lub innego produktu. Dlatego cały cykl tworzenia dokumentacji to wielkie nieskończone koło, w którym biorą udział zespoły projektowe, produktowe, testerskie i dokumentacyjne. I tutaj na scenę wchodzi ContentOps!Tak jak DevOps, ContentOps to sposób na ciągłe dostarczanie (continuous delivery) i ciągłe usprawnianie (continuous improvement) dokumentacji. W tym odcinku rozmawiamy o tym jakie są kluczowe elementy tego cyklu, jakie role biorą w nim udział i jaki to ma wpływ na poszczególnych uczestników. Jeżel...
2023-04-241h 00Content Components54: Everything IA (Information Architecture) with Amber Swope - Pt. 1Amber on LinkedInDITA Strategies on LinkedInGet the DITA Strategies Management Information Architecture User Guide: https://www.ditastrategies.com/products/miauserguidePatrick on LinkedInHeretto on LinkedIn
2023-02-2825 min
Content Components54: Everything IA (Information Architecture) with Amber Swope - Pt. 1Amber on LinkedInDITA Strategies on LinkedInGet the DITA Strategies Management Information Architecture User Guide: https://www.ditastrategies.com/products/miauserguidePatrick on LinkedInHeretto on LinkedIn
2023-02-2824 min
Content JourneysContent Journeys - 019 - Keeping Healthy with DITA & Structured ContentJoin host, Alan Porter, as he welcomes Patrick Bosek, CEO at Heretto. Patrick has been a structured content enthusiast and DITA advocate for 15 years. He's a co-host on "Coffee & Content" and "Components." Patrick is also a contributing writer to CMSWire. On this episode, Patrick tells you how structuring your content is like keeping your body healthy, and he'll give his insights on DITA and the many ways it can be used, plus some other uses for DITA that many people don't realize are available!
Visit Nuxeo's main site at: www.Nuxeo.com
Visit Hyland's main site...
2022-06-2840 min
Tech Writer Koduje#42 Konferencja soap! 2022 - podsumowanieKonferencja soap! to święto każdego Tech Writera. Razem z Edytą Rakowską, technoskrybką z Wrocławia, omawiamy nasze ulubione warsztaty i wystąpienia z edycji 2022. Rozmawiamy o sztucznej inteligencji, planowaniu ContentOps, umiejętnościach, które pozwolą nam przetrwać czwartą rewolucję przemysłową i narzędziach. Łączymy ze sobą niepowiązane tematy, odkrywamy nowe dziedziny do zbadania i nie stronimy od rożnej jakości żartów. Dźwięki wykorzystane w audycji pochodzą z kolekcji "107 Free Retro Game Sounds" dostępnej na stronie https://dominik-braun.net, udostępnianej na podstawie licencji Creative Commons license CC BY 4.0 (https://creati...
2022-06-1443 minScriptoriumContent as a Service (podcast, part 2)In episode 117 of The Content Strategy Experts podcast, Sarah O’Keefe and Patrick Bosek of Heretto continue their discussion about Content as a Service.
“Content as a Service is becoming a necessity to really deliver a strong customer experience from an answers and knowledge perspective.”
– Patrick Bosek
Related links:
Content as a Service
Content as a Service (podcast, part 1)
Heretto webiste
Content Components podcast
Heretto blog
WinWithContent
Coffee and Content talk show
CMSWire
Twitter handles:
@sarahokeefe
@PatrickBosek
Transcript:
Sarah O’Keefe: Welcome to the The Content Strategy Experts pod...
2022-04-1813 minContent OperationsContent as a Service (podcast, part 2)In episode 117 of The Content Strategy Experts podcast, Sarah O’Keefe and Patrick Bosek of Heretto continue their discussion about Content as a Service.
“Content as a Service is becoming a necessity to really deliver a strong customer experience from an answers and knowledge perspective.”
– Patrick Bosek
Related links:
Content as a Service
Content as a Service (podcast, part 1)
Heretto webiste
Content Components podcast
Heretto blog
WinWithContent
Coffee and Content talk show
CMSWire
Twitter handles:
@sarahokeefe
@PatrickBosek
Transcript:
Sarah O’Keefe: Welcome to the The Content Strategy Experts pod...
2022-04-1813 minContent OperationsContent as a Service (podcast, part 1)In episode 116 of The Content Strategy Experts podcast, Sarah O’Keefe and Patrick Bosek of Heretto talk about Content as a Service.
“Do we still have places where building a static site or a static set of help materials makes a lot of sense? Totally. But there’s a natural aspect of dynamic changing content. If that content is going to be a little bit different based on who or where or when you access it, then you can’t build it statically. That’s one of the things you’ll never get from a PDF.”
– Patrick Bo...
2022-04-1111 minScriptoriumContent as a Service (podcast, part 1)In episode 116 of The Content Strategy Experts podcast, Sarah O’Keefe and Patrick Bosek of Heretto talk about Content as a Service.
“Do we still have places where building a static site or a static set of help materials makes a lot of sense? Totally. But there’s a natural aspect of dynamic changing content. If that content is going to be a little bit different based on who or where or when you access it, then you can’t build it statically. That’s one of the things you’ll never get from a PDF.”
– Patrick Bo...
2022-04-1111 min
Titans of Tech Comm7: Leading Content Strategy and Content Teams with Malachy LavelleCheck out Malachy's awesome recommendations! The Product is Docs: Writing technical documentation in a product development group by Christopher Gales and Splunk Documentation TeamThe Profession and Practice of Technical Communication by Yvonne ClearyThe Infinite Game by Simon Sinek Documentation Driven Design by Jessica ParsonsTanya Reilly - Being Glue on Zendesk's Software Art Thou YouTube Series
2022-02-1140 min
Content Components36: What is Heretto Deploy & Why Does it Matter?Learn more about Heretto Deploy here.Get a detailed walkthrough with this tutorial.Join the conversation on LinkedIn.
2022-02-0818 min
Content Components36: What is Heretto Deploy & Why Does it Matter?Learn more about Heretto Deploy here.Get a detailed walkthrough with this tutorial.Join the conversation on LinkedIn.
2022-02-0817 min
2022-01-1040 min
Titans of Tech Comm5: The Tools, the People, and the Consumers of Tech Comm's Future with Carey BatesCarey on LinkedIn
2021-12-1340 min
2021-11-2934 min
B2B Made Simple: A B2B Marketing Podcast177: How to Turn Your Marketing Team Into a Media Company w/ Vivek NandaVivek Nanda, the VP at Heretto joins the podcast. He talks about why more B2B companies need to have a media-first approach to marketing and the three pillars of their roaring content strategy. Be sure to tune in to learn how you can apply their learnings to your organization today.
Vivek's LinkedIn: https://www.linkedin.com/in/viveknanda1/
Heretto Website: https://heretto.com/
2021-11-2946 min
Titans of Tech Comm3: Utilizing Unique Org Structures to Drive Success with Shalini NarangShalini on LinkedIn
2021-11-1633 min
2021-10-1941 min
2021-10-1932 min
2021-10-1900 min
Content Content podcast with Ed MarshA really fancy webform with Patrick Bosek – Content Content podcast
In this episode, Heretto CEO Patrick Bosek explains why pure techcomm is going away, why being a CEO is like being an eight year old with a lemonade stand, and more.
Patrick Bosek of Heretto
Note: This episode was recorded before Patrick’s company changed its name to Heretto.
Mentioned during this episode:
DITA Open Toolkit
GPT3
Scriptorium podcast
Snackable
@patrickbosek
@easydita
@heretto
Content and Coffee podcast
Content Components podcast
2021-09-2700 min
Predictable B2B SuccessHow to craft powerful audience engagement strategies that drives growthVivek Nanda is VP Marketing at Heretto. Vivek has over a decade of experience in growth marketing and demand generation. He has helped multiple startups grow in various stages globally. He is an experienced growth marketer and demand generation leader having scaled tech startups from zero to millions of dollars of revenue, building repeatable and scalable growth engines with solid teams.
In this episode, Vivek shares how we can craft powerful audience engagement strategies that drives growth. Insights he shares include:
Marketing trends Vivek has noticed with SaaS companiesThe issue of audience engagement and the best...
2021-09-1055 minContent Components22: SEASON 2 Kick Off — Heretto Origins & the Changing Content LandscapeRationale Behind Our RebrandWhat is Content Operations?
2021-09-0713 minContent Components22: SEASON 2 Kick Off — Heretto Origins & the Changing Content LandscapeRationale Behind Our RebrandWhat is Content Operations?
2021-09-0712 min
Knowledge Cast by Enterprise KnowledgeProduct Spotlight - Patrick Bosek of HerettoWelcome to a new segment of Knowledge Cast, Product Spotlight, a series in which we talk about KM technologies and how different products on the market meet KM challenges and provide new and improved ways to meet tomorrow's challenges.
In this episode of Product Spotlight, EK COO Joe Hilger speaks with Patrick Bosek, CEO of Heretto. Heretto is the cloud-native ContentOps platform for real time collaboration on semantically rich, metadata-infused, structured content with an intuitive user-interface. With Heretto, organizations can deploy personalized enterprise knowledge to any audience, channel, and language.
Note: The views expressed by g...
2021-08-2028 min