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  1. SRM 2011 Documentation Ideas

  2. Triggers • Traditional documentation forms (guides and Helps embedded in the product CD) prove insufficient to meet evolving customer expectations. • The traditional tech support model also takes “time-to-respond ” (through telephone and e-mail based system) • Customers prefer something, which is: • Instantly available • Frequently updated and corrected (rather than per release) • Allows contribution and participation • Matches with the competitive SaaS offerings (Sentinel Cloud)

  3. The Changed Environment

  4. Option 1 – Make Helps Accessible on Internet All the Helps files which are delivered as PDFs can be converted into Help format as well (see image of Sentinel Cloud API documentation) Note that these are in traditional Help format. With use of a tool (called MadCap Feedback Server) each page can be rated and commented (see image on the next page)

  5. Tweet, Facebook on Toolbar Topic ratings… Customers can log comments (which can be moderated)

  6. Option 2 – Replace Helps With Wikis This seems the top idea in your e-mail. We are geared for this as we already have Sentinel Cloud documentation in XML formatted (which should be easier to import in tools like Zoho). Related aspects: Tool training required followed by a pilot project The existing documentation delivery workflow needs to be aligned which is managed so far only with engineering

  7. Option 3 – Technical Writers Become Part of the Bigger Picture – The Product Blog and Forum Workflow See an example here at Zuora API Documentation Forum. This is a new thought; needs to be analyzed for actual implementation. Like, technical writers need to be connected to engineering and TS counterparts for actual content\reply. Forum needs to be set up and managed. An internal forum by Sentinel TS is already at play.

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