My experience includes help center content, advanced troubleshooting for internal audiences, customer support policies and workflows, technical writing team processes, and department-wide communications.
Benchling
Prior to this help article, schemas were only described to customers as a way to keep track of entities, when in fact, they provide the entire framework for how an organization’s data is structured and captured in Benchling. To pull schemas out of their application-specific silos and explain their framework capabilities, we formatted the narrative around schemas to highlight how they power the platform from the top down.
Benchling
When Benchling launched their new Workflows product, it needed an entire suite of help articles to explain what it was and how it worked in context for users. Working with an SME, I untangled concepts the Product team hadn’t considered. The linked article explains the process from a high level, while enabling users to access articles specific to where they are in the process. This suite of articles represents how valuable it can be to include technical writers in every stage of a product launch.
Squarespace
We needed consistent review of documentation by SME’s to ensure resource accuracy over time, so we worked with Product teams to create a documentation review process. To maximize their time and focus on their most valuable feedback (e.g., content accuracy over organization or grammar), I created a templated rubric for SME’s to leave targeted feedback on selected guides.
Squarespace
After joining the Content team, we went from organizing work independently in spreadsheets to tracking and prioritizing work in sprints using Jira. After two years of continually improving and customizing the process, I upgraded our team documentation to reflect the process steps and share context for new and existing team members.
Note: The table of contents in this example was created automatically by the publishing tool we used, so it’s not included in this example.