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AI Summary
- Megan Driscoll, Senior Technical Writer at HubSpot, discussed HubSpot's documentation process on Knowledgebase Ninjas.
- Before technical writing, Megan wrote about visa requirements for international students. Her interest in technology and startups led her to HubSpot's customer support team in November 2015; she joined technical writing in 2017.
- Initially, four technical writers triaged all documentation requests. As the product and documentation volume grew, individual writers aligned with different HubSpot product teams.
- Megan considers "the customer themselves" the most important documentation factor. The team prioritizes areas with high customer support ticket volume and continually updates documentation based on customer feedback, product updates, and internal research.
- Google provides 50% of HubSpot's knowledgebase traffic. Megan recommends the Write The Docs Community and Every Page Is Page One, and advises that no question is a bad question.
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Megan Driscoll, Senior Technical Writer at HubSpot joins us to discuss Hubspot’s documentation process in this episode of Knowledgebase Ninjas.
Connect with Megan and HubSpot here:
Key Takeaways:
How did Megan get into documentation?
Before Megan got into technical writing she wrote about visa requirements for international students, this gave Megan experience in writing technical content for a broad audience.
Megan’s interest in technology and startups led her to joining the HubSpot customer support team in November 2015.
HubSpot’s technical writing process
When Megan moved into the technical writing team at HubSpot in 2017, her team consisted of four technical writers and all new documentation requests were triaged through this team. As the HubSpot product has grown over the past two years and therefore the volume of documentation required… individual technical writers have now been aligned with different HubSpot product teams.
The most important factor in documentation according to Megan
The number #1 most important factor to consider when creating documentation is “the customer themselves”. Megan keeps an eye on where HubSpot is seeing a high volume on customer support tickets and then their team will focus efforts on those areas.
HubSpot’s documentation is constantly evolving
Megan’s team are constantly updating their documentation based on feedback from customer and updates made to the product by internal development teams.
Megan’s team also conduct internal research with customer facing teams to understand which areas of their documentation could be improved.
The organic reach of HubSpot’s documentation
Megan and the documentation team are experiencing a significant amount of organic traffic to their technical writing. 50% of the traffic to HubSpot’s knowledgebase comes from Google and Megan often will see the articles that the team have written in the first spot in Google.
Megan’s #1 documentation related resource
- Write The Docs Community
- Every Page Is Page One – Matt Baker
The one piece of documentation related advice Megan would give to her twenty year old self…
No question is a bad question! When Megan first moved into tech she sometimes felt scared about asking questions but actually over time Megan realised that every question she asked pushed the conversation forward.
So if you have a question, don’t feel vulnerable about asking the question!
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