Building a Documentation Team from Scratch with Paul Taylor, Anaplan

In this episode of the Knowledge Base Ninjas Podcast, we have Paul Taylor, Technical Content Manager at Anaplan. Paul discusses his transition from journalism and corporate communications to technical writing and how his varied experience influences his content strategy. He explains more on how documentation has changed in today’s businesses, discusses the challenges and rewards of building a technical writing team from scratch.

Watch the full podcast episode video here

About Paul

• Paul’s LinkedIn
•  Paul Taylor is a skilled content manager with experience in software development and fintech. He has worked on everything from user guides to developer docs, combining business insight with technical know-how to make complex topics easy to understand. Having worked with companies ranging from payment processors to SAP, Paul’s path into documentation was not planned, but once he discovered it, he has been all in ever since.

Key Takeaways

• Technical writing begins with the user

  Paul says that documentation does not need to be an afterthought or a legal checkbox. It is a user enablement strategic tool that helps minimize support dependency on support and encourages self-service.

• Build a documentation team with a vision

  Companies should realize that the expense of maintaining a technical writing staff must be balanced against the savings of lower support costs and higher customer satisfaction.

• Balanced team composition is necessary

  Having a blend of junior and senior writers is beneficial. Senior writers bring experience and mentorship, while juniors bring fresh perspectives and grow into their roles. Both teams must catch up on product familiarity and company specific workflows.

• Company culture and collaboration count

  In addition to writing competencies, team members should blend in with the company culture and work well together. A technical writing team excels when members help develop one another and work well together.

• AI is a tool, not a threat

  While AI initially left people apprehensive about losing their jobs, AI can be utilized as an assistant tool for documentation. Evolving role for AI necessitates technical writers and managers to adapt and learn to use AI constructively. Paul now considers AI his “research assistant” that allows him to work more smartly.

Rapid Fire

• What are some valuable resources you would recommend to the viewers?
  Write The Docs, I’d Rather Be Writing, Epic React 

• One word that comes to mind when you hear “documentation”? 
  Crystal Clear  

• A piece of advice you would give your 20-year-old self?
  Talk more to technical writers and those who work with them.

You can listen to the full episode on Apple, Spotify and YouTube.