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Transform your Documentation with Data Analytics


Gideon Behrensmeyer

Head – Product Knowledge & Training, SafeBreach


1 Hour


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Measuring the value of documentation is indispensable to quantify the documentation team’s efforts in business outcomes and metrics. The long-term benefits of documentation can be substantiated using data and metrics. Measuring the documentation value helps shift the company’s mindset about documentation as an essential component of the software product/services rather than a fancy add-on

Mapping the documentation value chain is vital to showcase the business impact of the documentation team. An understanding of the user journey helps to define the right metrics and business Key Performance Indicators (KPIs). Developing a documentation strategy that has all documentation metrics and business KPIs helps to showcase the contribution of documentation toward achieving business outcomes.

Key takeaways

  • The purpose of data collection is to make data-driven decisions
  • Quantification of the business impact of the documentation team is important to show the value of the proposition of documentation. This is very important for reducing the volume of support tickets, reducing time to value during the onboarding process, and increasing product stickiness
  • There are two types of documentation metrics. They are quantitative and qualitative
  • Always start with a business question and then chart out the business value chain
  • The understanding of the user journey is indispensable to showing the business value proposition of documentation
  • Important steps in transforming your documentation are

    1. Define your KPIs
    2. Collect data
    3. Establish baseline
    4. Analyze the results
    5. Implement changes
    6. Continuous review
  • Communicate documentation team success across your company