“Our” Users (Sort Of) Help WriteOur Documentation
Presenters: Ryan Williams and Adam Evans  • Ryan Williams – Documentation Writer for ExactTarget  • Adam Evans – Documenta...
Who is ExactTarget ExactTarget is a: • Leading provider of email, social, and mobile marketing   platform solutions. • Saa...
HOW CAN WE HELP  EACH OTHER?
Online Help Solution  • Help presented via hosted and cloud-based wiki solutions      – http://wiki.memberlandingpages.com...
Get In Touch With Us!  • Each page in all environments includes a feedback form.  • Submitting a comment by form sends out...
WHAT DO WEDO WITH IT?
Workflow • User sends the email message. • We receive the email message. • We respond in a variety of ways:    – We thank ...
You actually change the documentation?  • If mistakes were made, we rectify.  • If there’s a better solution, we verify an...
BENEFITS!
It’s quite rewarding…  • Close contact with users promotes confidence in    documentation and product.  • We learn as they...
CHALLENGES!
WHAT DO WE NEED TO WORK ON? • Getting SMEs into the loop • Repeat customers • Incomplete entries
Questions?  • We’ll answer them now!  • No email message necessary – we’re right here!
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STC2012PresentationOurUsersHelpWriteOurDocumentation

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Slides for the STC 2012 Presentation “Our” Users (Sort Of) Help Write Our Documentation by Ryan Williams and Adam Evans

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STC2012PresentationOurUsersHelpWriteOurDocumentation

  1. 1. “Our” Users (Sort Of) Help WriteOur Documentation
  2. 2. Presenters: Ryan Williams and Adam Evans • Ryan Williams – Documentation Writer for ExactTarget • Adam Evans – Documentation Writer for kCura, formerly of ExactTarget
  3. 3. Who is ExactTarget ExactTarget is a: • Leading provider of email, social, and mobile marketing platform solutions. • SaaS provider. • Rapidly evolving application and platform.
  4. 4. HOW CAN WE HELP EACH OTHER?
  5. 5. Online Help Solution • Help presented via hosted and cloud-based wiki solutions – http://wiki.memberlandingpages.com – http://docs.code.exacttarget.com – Lexis • Edited in internal staging environments, pushed to public- facing instances • Includes an online feedback mechanism
  6. 6. Get In Touch With Us! • Each page in all environments includes a feedback form. • Submitting a comment by form sends out a “This page was helpful” or “This page was NOT helpful” email. • OUR NAMES ARE ON THE FORMS. • Every email goes to specific author. • An email message can contain return contact information, random comments about Justin Bieber, etc.
  7. 7. WHAT DO WEDO WITH IT?
  8. 8. Workflow • User sends the email message. • We receive the email message. • We respond in a variety of ways: – We thank user for recognizing our awesome efforts (it happens sometimes). – We dig up relevant information for the user. – We forward the user on to Global Support. – We make requested corrections. – We commiserate with user on the state of the world.
  9. 9. You actually change the documentation? • If mistakes were made, we rectify. • If there’s a better solution, we verify and implement. • At CODE@, we actually foreground user code samples and efforts if they’re better than what we initially provided (it happens sometimes). • Change is easy! – Quick edits – Versioned – Single-sourced information
  10. 10. BENEFITS!
  11. 11. It’s quite rewarding… • Close contact with users promotes confidence in documentation and product. • We learn as they learn. • Even our own employees use the feedback form, which breaks down silos and enhances collaboration. • Feedback allows a direct response to problem areas in documentation. • Feedback promotes swift attention to issues.
  12. 12. CHALLENGES!
  13. 13. WHAT DO WE NEED TO WORK ON? • Getting SMEs into the loop • Repeat customers • Incomplete entries
  14. 14. Questions? • We’ll answer them now! • No email message necessary – we’re right here!

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