+ Wiki - Style Rachel Sienko Information Development Manager, - - PowerPoint PPT Presentation
+ Wiki - Style Rachel Sienko Information Development Manager, BigPanda STC San Diego Chapter May, 2017 + About me n InfoDev Manager at BigPanda n Silicon Valley startup; software for IT Operations event correlation & management n
Information Development Manager, BigPanda
STC – San Diego Chapter May, 2017
n InfoDev Manager at BigPanda n Silicon Valley startup; software for IT
Operations event correlation & management
n Live in San Diego, CA n Confluence for public Docs & KB n Sony (PlayStation Network) n Confluence for internal KB; Flare & others
for various projects
n ServiceNow n MediaWiki for public Docs n CRW Systems n RoboHelp for customer Docs
A website that allows collaborative editing of its content and structure by its users.
n Create, edit, and share content with any browser n Dynamic, evolving, quick n Hyperlinks and crosslinks n Collaborative and open n Open-source (MediaWiki) or proprietary (Confluence)
n Familiar… already using it for internal knowledge capture n Extensible… able to customize to meet many different needs n Scalable… used by many popular, high-traffic sites
n Who will contribute content? n Who will consume content? n How is information managed? n How is the infrastructure
maintained?
n How can you track whether the
information is effective? Favors:
n Collaboration & ease of use over
structure & automation
n Platform over stacked/best of
breed Considerations Wiki-Style vs. Traditional
Infrastructure & Operations Authoring Content Management Publishing Measurement
Authoring
n Articles vs. topics or documents n Reuse: inclusion & excerpts n Unstructured vs. structured: templates & forms n Collaboration n Review and preview
Content Management
n Access controls n Revision control n Version management n Draft vs. published n Workflow management
Internal BigPanda Docs BigPanda FAQs Draft Docs Draft FAQs External
Space architecture
Draft Docs Master InProgress Retired Copy of published or ready to publish version Draft version for edits and new content Deprecated articles
Version architecture
Publishing
n Automation, multi-channel, single-sourcing n Custom URL n Search n Styling for custom look & feel n Navigation n Responsive design/mobile
Measurement
n Feedback n Community contributions, ratings, & engagement n Usage metrics n SEO n Content analysis & aging
Situation
n Competitive POC n Prospect headquartered in UK
Benefits
n Competitive differentiator: Easy to
use and way better than other vendors; comprehensive documentation lead to success
n Helped address prospect’s concerns
about remote support Result
n Sales team closed the deal!
Metrics – First year growth Customer feedback – Case study
n Integration across the tool stack (and with other
tools)
n Hosting w/ high availability, backups, disaster
recovery
n Performance and scalability n Patching, upgrades, operational security
Infrastructure & Operations
n Wikis can support customer-facing product documentation
n At scale n With customer engagement n Even with automation n …if you have the right team culture & you’re willing to do some
customization
n Weigh the strengths of collaboration & ease of use versus the
weaknesses in structure & automation
n Consider the implications of an all-in-one platform
n LinkedIn conversation (join Documentation & Technical Writing Management)
n https://www.linkedin.com/groups/2632674/2632674-6185773816568958977?trk=hp-feed-group-
discussion
n Blogs about content reuse in Confluence
n http://idratherbewriting.com/2014/06/24/strategies-for-content-re-use-in-confluence/ n https://www.k15t.com/blog/2014/02/how-to-reuse-content-in-atlassian-confluence-with-scroll-
versions
n https://ffeathers.wordpress.com/2011/04/03/content-reuse-on-a-wiki-a-case-study/
n Atlassian (Confluence)
n https://confluence.atlassian.com/doc/confluence-server-documentation-135922.html n https://marketplace.atlassian.com/
n BigPanda Docs
n https://www.bigpanda.io/docs