For the last few months, the team have been rebuilding and restructure our content. We’ve ditched the idea of ‘guides’ for now (although we will revisit those early next year) and after a lot of hard work we are starting to build out new groupings of content. The process has involved a lot of analysis, and we’ve had a few nice little wins on the way, for example; we started using Mindmaps as a way to visualise the content and will be rolling them out as part of our normal planning in the future.
This is the 1000 feet view of what we are building:
And that’s not quite everything…
It’s been a long journey to get to this point, and I admit I have some fear that all of this information is too big to know.
However, we know that the majority of people use search to find content in our system (we publish to WebHelp and host on a developer community website) so I’m confident that with our new structure, which includes a lot more signposting and navigation, the content will be much more usable.
One of the mindset changes was moving away from worrying about product manuals as a construct, it’s very freeing but also quite scary. That said, there has been a lot of work in validating the approach we have taken so we are confident in the approach, even though there has been more work than we originally anticipated (do not under estimate the creation of navigation topics).
Will it work? I think it will, although I’m aware there are likely some gaps that will be exposed that we will need to fill. We will try and plug those as we go along of course, but once this is in place we can start to look at other content. As I mentioned previously, we provide other content types (PreSales overviews of the product, for example) and at some point next year we will go through this exercise on that set of information as well. Thankfully it’s much smaller!