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.
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