Teaming up to Create User Content

Presentation Abstract

Early in my tech writing career, a great manager told me the key thing to remember about developing documentation is: “It’s always about the customer”. This statement is true today as it is for our future documentation.

I will briefly share how at Imagination the MIPS Tech Pubs team transformed the documentation set to be more user centric and less about what we developed. At Imagination, we explored the customer’s initial experience and then transitioned to how customers used our product to what they really thought about our documentation. From our analysis, we built a plan to cover the gaps and eventually change the perception of our product documentation.

What can attendees expect to learn?

The audience will learn about simple steps you can take to improve your content to be more about your customer and less about you.

  • Engage with support to learn about customer issues
  • Listen to the customers and their concerns about documentation
  • Analyze documentation bugs
  • Build a systematic plan that can be carried out
  • Communicate your plan to engage others

Leticia describes how the MIPS Tech Pubs team transformed the documentation set to be more user centric by listening and interviewing customers, support, development team and marketing. After the analysis, built and implemented a plan to cover the content gaps to change the perception of our product documentation.

Meet the Presenter

Leticia Guzzetta is an experienced Technical Publications manager and writer with a focus on improving publishing processes and content strategies with some expertise in XML, DITA, CMS, CCMS, and FrameMaker. At Imagination Technologies (her current company), Leticia manages the MIPS documentation writing team and projects. She works closely with her overseas peers to improve the publishing process and guide the team to modernization. With her 17 years management experience and 30 years publishing experience, Leticia is in a unique position to aid her colleagues on their modular documentation journey.

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