How Consistency Builds Trust in Docs: A Talk with Kylee Thornton, Blue White Industries

In this episode of Knowledge Base Ninjas Podcast, we speak with Kylee Thornton, Technical Writer at Blue White Industries. With only 11 months’ experience in technical writing, Kylee explains how she plunged into the career with an internship and has since taken on every challenge that has come her way. She shares about the importance of consistency, urgency protocols, and how AI supplements, but does not supplant the role of a technical writer in the manufacturing industry.

Watch the full podcast episode video here

About Paul

• Kylee’s LinkedIn
• Kylee Thornton, a Technical Writer from Blue White Industries, enjoys problem solving, streamlining processes, and cross-functional teamwork. Grounded in communication and flexibility, Kylee takes a people-first, hands-on approach to creating documentation that serves people well, particularly in high-speed manufacturing environments.

Key Takeaways

• Technical writing begins with the user

  Paul says that documentation does not need to be an afterthought or a legal checkbox. It is a user enablement strategic tool that helps minimize support dependency on support and encourages self-service.

• Structured urgency improves delivery
  
  In fast-paced environments, not all tasks can wait. Having an “urgent request process” ensures high-priority documents are addressed without exhausting the team. Submission forms clearly laid out and assigned timeframes (e.g., 24-hour turnaround, 48-hour response) establish limits and foster internal trust.

• Documentation needs to be user-friendly, not writer-friendly
  
  When users face an issue, like equipment failure, they should not have to dig through a 60-page manual. Keep essential solutions front and centre, not buried in long-form content.

• Proactive communication beats passive updates
  
  Dependence on others to inform you of updates can result in outdated information. Occasional check-ins and follow-ups with cross-functional teams guarantee accuracy and show commitment to quality.

• Consistency builds credibility
  
  A consistent tone, structure, and vocabulary help build user confidence in the documentation. Creating and sticking to internal style guides, even informal ones, could greatly enhance the user experience.

• Change in one place means change everywhere
  
  In technical environments like manufacturing, a single product or process change can cascade across dozens of documents. It’s essential to have a strategy to go out and find these dependencies and manage them to maintain accuracy.

•  AI is a support tool, not a shortcut
  
  AI can assist in drafting, editing, or brainstorming content, but it cannot replace domain expertise or contextual understanding. Use AI to work smarter, but let humans handle nuance and judgment.

Rapid Fire

• What are some valuable resources you would recommend to the viewers?
  Write The Docs

• One word that comes to mind when you hear “documentation”? 
  Consistency  

• A piece of advice you would give your 20-year-old self?
  Everything falls into place when it’s meant to, not when you try to force it. So be patient and trust the timing.

You can listen to the full episode on Apple, Spotify and YouTube.