Welcome back! In Part 1 of our series, we explored the journey that led to the comprehensive overhaul of our Knowledge Base. We discussed its humble beginnings, the formation of the DreamHost Knowledge Management Team, and the data-driven insights that fueled our ambitious project. Now, in Part 2, we’re ready to dive into the specifics and reveal exactly how we brought our vision to life.
Phase 1: Building a Strong Foundation
The goal was to transform the Knowledge Base (KB) into a resource where every article—especially highly technical ones—would be concise, actionable, well-structured, and when useful, supported with visuals. With a challenge this big, we needed a solid plan.
A three-phase approach was designed to build on progress incrementally, with the goal of completing the overhaul within six months. Phase 1 focused on setting clear guidelines and priorities.
- We started by refining our style guides and updating project management tools to streamline our workflow.
- Next, we built a comprehensive QA checklist to standardize rewrites. This ensured every article had a consistent tone, structure, and level of technical depth.
- Finally, we established a structured article framework, designed to break down even the most complex instructions into simple, step-by-step guidance. If a customer had a question, we wanted them to land on an article that gave them an answer instantly—without the guesswork.
With this blueprint firmly in place, we were ready to bring the vision to life.
Phase 2: The KB Overhaul
The project began with what seemed like a logical strategy—updating one category at a time. This made perfect sense in theory. However, in practice, this method proved slower than anticipated due to the varying complexity of each article. By the second month, the project had started to fall behind schedule and we needed to reassess our plan.
We pivoted by prioritizing the highest-traffic articles first, based on length and complexity. The most advanced articles were then deferred until we could secure assistance from Subject Matter Experts (SMEs). This was an immediate win for our customers and significantly boosted the team’s momentum.
Syncing Up
To bring even more consistency to our writing process, we introduced weekly Writing Syncs—collaborative meetings where the team discussed how we each approach technical documentation (and were occasionally sidetracked by debates over passive voice, the length of bullet lists, and when to use ‘click’ or ‘select’). These meetings reinforced our nuanced guidelines while unifying our individual methods into a cohesive practice.
It didn’t take long to see that the ‘Writing Sync’ meetings had become instrumental in internalizing our processes. But more importantly, they strengthened communication and cultivated an environment of trust. This both improved the quality of each rewrite and further accelerated our pace.
The Final Stretch
The last months of 2024 saw us firing on all cylinders. The processes we had spent months refining were now second nature. As a result, the team found its rhythm, overcame early setbacks, and completed the project ahead of schedule.
Phase 3: Shaping The Future
With the overhaul complete, we’re not slowing down. Phase 3, launched in 2025, marks the next step in our evolution—keeping the Knowledge Base aligned with customer needs and advancing technologies.
Here’s what we’re focusing on next:
- Effortless Navigation – We’re reshaping the KB so users can find answers faster.
- Data-Driven Decisions – Analytics will guide continuous improvements, ensuring the right content stays front and center.
- Review Cycles — Regular check-ins for high-impact topics will ensure content remains accurate and relevant.
Once complete, the Knowledge Base will be an intuitive self-service resource that grows alongside our customers, delivering fast and dependable support.
The Next Chapter, Written for You
The DreamHost Knowledge Management Team poured everything we had into this project, improving nearly 700 articles in just six months—an experience and achievement that reminded us why we care so deeply about this work.
Thank you for being part of this story. We’d love to hear your thoughts and hope the new Knowledge Base helps you get even more out of your DreamHost experience.
See you in the Knowledge Base!