Re: Wiki for Product Documentation

Subject: Re: Wiki for Product Documentation
From: John G <john -at- garisons -dot- com>
To: "DAWSON, AYESHA (AYESHA)" <ayesha -dot- dawson -at- alcatel-lucent -dot- com>
Date: Fri, 31 Jul 2015 09:07:31 -0400

We have been using Confluence for the past year or so as our primary (and
evolving) platform for end user documentation.

> There certainly are benefits, but what are the risks of using a wiki? For
> example, do the publicly visible comments impact customer satisfaction?

None that I am aware of at this point.

> > How do you manage user feedback? What aspects should a feedback
> management plan cover?

Authors monitor the content they create and curate all comments. We assess
details and look for patterns. This may become a more formal process as we
move more products to Confluence.

> > Who provides the support? Tech Support? Tech Writers? Programmers?

Tech writers support comments in the docs. We get help as needed from other

> > What kind and volume of feedback do you receive? Are you able to address
> every comment on every page across releases?

Not as much as I think we expected, and all comments are examined.

> > What happens to all the comments when the wiki/product moves to the next
> release? Should there be a point at which the comments can be archived?

Comments are addressed and removed as their resolutions are made available.

> > Is your wiki completely public? Limited access for customers?

Limited to customers

> > What space do you use to publish your wiki?

Learn more about Adobe Technical Communication Suite (2015 Release) |


You are currently subscribed to TECHWR-L as archive -at- web -dot- techwr-l -dot- com -dot-

To unsubscribe send a blank email to
techwr-l-leave -at- lists -dot- techwr-l -dot- com

Send administrative questions to admin -at- techwr-l -dot- com -dot- Visit for more resources and info.

Looking for articles on Technical Communications? Head over to our online magazine at

Looking for the archived Techwr-l email discussions? Search our public email archives @

Wiki for Product Documentation: From: DAWSON, AYESHA (AYESHA)

Previous by Author: Re: any useful doc tools in Zendesk?
Next by Author: Fwd: RE: Inland Empire interview attire
Previous by Thread: Re: Wiki for Product Documentation
Next by Thread: Word 2010 print disparity

What this post helpful? Share it with friends and colleagues:

Sponsored Ads