A User-Centric Approach for High-Quality Documentation with Claire Bremble, Technical Writer Manager at Dude Solutions
Claire Bremble, Technical Writer Manager at Dude Solutions, joins us in this episode of Knowledgebase Ninja to share her user-centric approach to develop technical documentation, how she ensures reader acceptance of her documentation and her tips on improving writing quality. Check out all the other episodes here.
- Claire Bremble’s LinkedIn
- Dude Solutions website
- Claire Bremble completed her graduation from North Carolina state university from 2007 to 2011
- Claire Bremble has been in the technical field for almost six years now
- Claire joined Dude Solutions as a support team member for project management six years ago. She started her journey as a technical writer manager in 2019
- Dude Solutions’ technical team is primarily focused on drafting product descriptions, with the belief that it is the first step to answering customers queries
- A product’s description should be drafted in a way that answers customers queries thoroughly
- The technical support team should ensure that the customer can easily understand the document with regards to a products’ features
- Dude Solutions has two teams working on the documentation production and delivery phases. The production team comprises of three personnel, while the delivery and training teams are comparatively larger
- Alongside issuing new documents, the previous (backlog) requests and demands of the customers should also be met
- Dude Solution uses Jira as its top tech stack to schedule and deliver tasks as well as ensuring that there isn’t any backlog pending
- Customers FAQs remain the top priority to document for Dude Solutions
- Dude Solutions uses the technique of highlighting and bolding the must-read details for the customers. This ensures that the technical document’s most important information is clearly displayed to the customer
- They also create multimedia content to simplify the documentation by using short videos to alleviate the customers concerns in a more simplified manner
- The quality of the documentation can be observed by decreasing customers’ queries. The lower the queries, the higher the documents’ quality
- Claire reveals that Google Analytics helps a lot in terms of reviews and corrections. In 2020 the traffic from organic search was 23%
Clair’s biggest influences
Claire mentions her friend, who helped her with the basic concepts and fundamentals of technical writing. Also, she mentions her current manager, who trained her on the manager’s duties and attributes.
What documentation related advice would Claire give to his 20-year-old self?
Use customers’ feedback to improve your documentation. As a technical writer, you might not have any feedback as you already do your best while creating documents but customers’ feedback always provides you with something to work on towards excellence.
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