"New" means this is a new article that should be created.The Action label group, describing what kind of task was needed.One of the first things I did (perhaps because diving right in was too intimidating) was develop a labeling system.Īfter some iteration, I came up with three categories of labels:
#Screensteps vs clarify how to
Next, I tried to think about how to prioritize and group the remaining stories because I didn't have a good way to get a sense of urgency and difficulty. I started by labeling those I didn't understand as "to review." Those that appeared to be no longer relevant I labeled "to remove." The people who created those stories pitched in and added their comments or deleted them and we reduced the size of the backlog a bit. LabelsĪfter we separated our documentation stories from our other website stories I quickly reviewed each of them. Organization within Pivotal can be a bit of a challenge though, so I came up with a few additional processes for getting a handle on our documentation stories. Once the documentation tasks are in Pivotal, I can organize them and begin work on them. Employees can also create Pivotal stories directly in our Pivotal Docs project. Conversely, we can create Pivotal documentation issues directly from HipChat by typing: "Pivotal(issue name)". Now, when a documentation story is created or updated in Pivotal, it is shown in HipChat (you can see this in the first HipChat screenshot above). We also made it easier to add issues to Pivotal by connecting Pivotal to HipChat via Zapier. But we recently created a separate project called "Docs" just for documentation and tutorials and moved our documentation stories into it. For a long time our documentation issues were filed in a general "Website" project, which was a catch-all for anything affecting our website (documentation, page redesigns, CSS alignment issues, etc.). We use Pivotal Tracker for our product feature requests and bug fixes, so it made sense to use it to track documentation tasks as well. Some conversation in our HipChat Support room Inside Pivotal We also have a dedicated HipChat room called Docs, where we discuss ideas for new support articles and give feedback on existing ones.
If an issue related to documentation is raised in Desk (our direct customer support channel), it can be assigned to me.
I am responsible for our non-sales related documentation. We also want to make it easy to then record those frustrations as tasks and assign them to the right people. Our process hinges on frequent communication between our customer-facing staff and our documentation and product people. A support employee mentions that lots of people keep asking the same question and asks to create a dedicated FAQ or article about itĪs much as possible we try to track things our customers want to know more about and things they're frustrated by.
#Screensteps vs clarify update
We add or change something in our product and therefore need to update our documentation.A customer contacts us (via phone, email or our forums) and mentions a typo or mistake in our documentation or has a problem that should be explained better on our support site.Recording a needĭocumentation updates can be prompted by several actions.
#Screensteps vs clarify software
Following up on it, this post goes into depth about the details of our process for adding content to our support site.Īs we are a software company, our process for adding documentation is not unlike our process for adding features and fixing bugs. We recently wrote about some of the changes we made to our support site in the last year. Read this blog post for the most recent changes to the Documentation site. We are always committed to improving our support website experience.
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