Feedback as a Feature: Embedding User Insight into Your Documentation Process

In this webinar, Rachel Rigdon, Lead Technical Writer at SailPoint, discussed a crucial topic for getting actionable user feedback to create truly impactful documentation for every tech writer.

Rachel shared SailPoint’s profound lessons from their June 2024 integration of a direct feedback option into their documentation.

This move directly addresses the 90% of users who, according to a 2023 Statista report, expect self-service customer support.

What You’ll Learn:

• Implementing Sustainable Direct Feedback: Rachel walked us through practical steps for setting up a feedback mechanism that works and lasts. It’s not just about adding a button; it’s about creating a system.
• Demonstrating the Value of Tech Writers: We learned how a robust feedback system can powerfully showcase technical writers’ direct impact on product success, moving beyond just “wordsmiths” to essential product contributors.
• User Engagement Drives Improvement: It became clear how fostering user engagement through feedback can lead to significant improvements, not just in documentation, but across the entire product and even the broader organization.
• Mastering the Feedback Lifecycle: Rachel provided actionable guidance for writing teams on managing the entire feedback journey, from the initial evaluation of user input to the critical step of closing the loop with customers.

This webinar highlighted that effective documentation isn’t a static product, but an evolving conversation with your users.

By embracing direct feedback, technical writers can unlock new levels of impact and prove their indispensable role in product and organizational success.

About the Speaker

Rachel Rigdon is the Lead Technical Writer for SaaS documentation at SailPoint Technologies in Austin, TX with 10 years of experience in the field. She’s a vocal advocate for centering users’ needs in product and doc decisions, and recently developed a methodology and process to effectively gather and use customer feedback. She loves technical challenges and specializes in setting up docs-as-code systems and information architecture, as well as mentoring and supporting more junior writers.