It’s easy to assume that our users are experts when writing documentation. But technical writing without diagrams, code examples, videos, screenshots and more can ostracise a large chunk of users who are simply searching for help when using your product. When writing technical documentation, empathy allows us to imagine ourselves as the reader: a junior developer who just started on the job, a sales manager who needs more information for a client deck, a member of the customer success team helping a client on a video call. When we’re able to understand that our docs form the foundation of knowledge for a wide range of users, we’re able to write in a manner that positively impacts all. We may be writing about logical concepts, but our approach can definitely benefit from a bit of heart. This talk will break down the vital role empathy plays in the process of writing technical documentation for users from all business backgrounds.