Writing for Cloud Tools, Process, & D - 360

Objectives Write using a cloud-based application (WHY) Advantages & Disadvantages Write using Mindtouch - a Cloud based authoring tool About in-app guides (Pendo) used in the software application Cloud Single Sign-On (SSO) concept - Okta End with D - 360 concept (a different angle to look at this profession)

Write using a cloud-based application - WHY If you have staff of technical writers full time or contractors working remotely, cloud computing can quickly and easily add them into your authoring environment. If you want to work in a collaborative authoring environment, cloud-based applications typically enable you to do that.

Advantages Cost savings Security Flexibility Mobility Insight Increased collaboration Quality control Disaster recovery Loss prevention Automatic software updates Sustainability

Disadvantages Internet connection required Confidentiality (secrecy of information) Integrity (information/data unaltered without permission) Availability (data accessible to those authorized to use it) Utility (data can be processed by those authorized to access it) Authenticity (validation that data is genuine) Possession (authorized users have full control over their data)

MindTouch - A Cloud Based Authoring Tool We began looking at MindTouch as a solution that would address our needs to: Make documents easily searchable Provides an easy-to-use interface Enable collaboration between writers and technical support agents/SMEs/PMs Provide enhanced functionality, including: statistics, tags, rating of pages, user management and permission controls Integrate with Zendesk, which our support team uses. Document editing is frequently done collaboratively, especially now that it is so typical for companies to have documentation and engineering team members located at different locations throughout the world. COLLABORATIVE AUTHORING AND COMMUNICATION TOOL HELP WRITERS, EDITORS, SMES WORK TOGETHER

Google Docs - Document-Centric Authoring Google Doc enables multiple people in different locations to collaborate simultaneously on the same document, spreadsheet, or presentation from any computer with Internet access. Users can see edits in real time. Up to fifty people can edit a document at the same time.

In-App Guides in the Software Application Show a tooltip to explain a feature only to users who haven’t used that particular feature yet Add more help in the application for users who give negative feedback, or have lower satisfaction scores Display special welcome screens that showcase “what’s new” for users that have long gaps between logins and many more.

Single Sign-On (SSO) concept single sign-on (SSO) Single sign-on (SSO) is a session and user authentication service that permits a user to use one set of login credentials (Example, name and password) to access multiple applications. The World Has Changed. Agility is Now Required. Okta is Modern SSO. Okta connects any person with any application on any device. It's an enterprise-grade, identity management service, built for the cloud, but compatible with many on-premises applications. With Okta, IT can manage any employee's access to any application or device. Okta runs in the cloud, on a secure, reliable, extensively audited platform, which integrates deeply with on-premises applications, directories, and identity management systems.

D - 360 Documentation 360 = Skilled Technical Writers + Processes (DDLC+Review+Doc QA+Maintenance) + Projects + Collaboration with other Teams/Departments RAISE YOUR DOCUMENTATION TEAM’S VISIBILITY ENABLE CROSS-Functional TEAMS

Documentation Workflow

Review

QA Docs TO DELIVER MORE APPROPRIATE, ADEQUATE, ACCURATE AND CURRENT DOCUMENTS

Doc Maintenance This is important and just to ensure that all relevant information (such as enhancements, impact of new features etc.) was noted, modified with accuracy, updated in the existing documents & then re-published. To maintain documentation accuracy, remember to always get it verified/approved upon completion and signed off.

Projects & Collaboration with Teams/Departments The success of the projects depends upon how effectively your documentation team communicates and collaborates with several teams / departments in the organization. The success also depends upon how clear and vivid the project vision is. RAISE YOUR DOCUMENTATION TEAM’S VISIBILITY & ENABLE CROSS-Functional TEAMS

Q & A For more information about TW opportunity in my company or learn more about what all I covered in my presentation, please mail me at nmukherjee@gainsight.com The success of the projects depends upon how effectively your documentation team communicates and collaborates with several teams / departments in the organization. The success also depends upon how clear and vivid the project vision is.