+ Wiki - Style Rachel Sienko Information Development Manager, - PowerPoint PPT Presentation

+ Wiki - Style Rachel Sienko Information Development Manager, BigPanda STC – San Diego Chapter May, 2017

+ About me n InfoDev Manager at BigPanda n Silicon Valley startup; software for IT Operations event correlation & management n Live in San Diego, CA n Confluence for public Docs & KB n Sony (PlayStation Network) n Confluence for internal KB; Flare & others for various projects n ServiceNow n MediaWiki for public Docs n CRW Systems n RoboHelp for customer Docs

+ What is Wiki-Style? A website that allows collaborative editing of its content and structure by its users. n Create, edit, and share content with any browser n Dynamic, evolving, quick n Hyperlinks and crosslinks n Collaborative and open n Open-source (MediaWiki) or proprietary (Confluence)

+ Why Confluence at BigPanda? n Familiar… already using it for internal knowledge capture n Extensible… able to customize to meet many different needs n Scalable… used by many popular, high-traffic sites

+ Is it right for me? Considerations Wiki-Style vs. Traditional n Who will contribute content? Favors: n Who will consume content? n Collaboration & ease of use over structure & automation n How is information managed? n Platform over stacked/best of n How is the infrastructure breed maintained? n How can you track whether the information is effective?

Content Strategy Content Authoring Publishing Measurement Management Infrastructure & Operations

Pillar 1 n Articles vs. topics or documents Authoring n Reuse: inclusion & excerpts n Unstructured vs. structured: templates & forms n Collaboration n Review and preview

+ Demo: Reuse

+ Demo: Templates & Comments

Pillar 2 n Access controls Content Management n Revision control n Version management n Draft vs. published n Workflow management

+ Versioning, Workflow & Automation Confluence with Scroll Versions Add-On Space architecture Version architecture Internal External Draft Docs Draft Docs BigPanda Docs Copy of published or Master ready to publish version Draft version for edits InProgress and new content BigPanda Draft FAQs FAQs Retired Deprecated articles

+ Demo: Docs vs. FAQs

+ Demo: Draft article

Pillar 3 n Automation, multi-channel, single-sourcing Publishing n Custom URL n Search n Styling for custom look & feel n Navigation n Responsive design/mobile

+ Demo: Search results

Pillar 4 n Feedback Measurement n Community contributions, ratings, & engagement n Usage metrics n SEO n Content analysis & aging

+ Is the info effective? Metrics – First year growth Customer feedback – Case study Situation n Competitive POC n Prospect headquartered in UK Benefits n Competitive differentiator: Easy to use and way better than other vendors; comprehensive documentation lead to success n Helped address prospect’s concerns about remote support Result n Sales team closed the deal!

Foundation n Integration across the tool stack (and with other tools) n Hosting w/ high availability, backups, disaster recovery n Performance and scalability n Patching, upgrades, operational security Infrastructure & Operations

+ In Summary n Wikis can support customer-facing product documentation n At scale n With customer engagement n Even with automation n …if you have the right team culture & you’re willing to do some customization n Weigh the strengths of collaboration & ease of use versus the weaknesses in structure & automation n Consider the implications of an all-in-one platform

+ Questions?

+ Further reading n LinkedIn conversation (join Documentation & Technical Writing Management) n https://www.linkedin.com/groups/2632674/2632674-6185773816568958977?trk=hp-feed-group- discussion n Blogs about content reuse in Confluence n http://idratherbewriting.com/2014/06/24/strategies-for-content-re-use-in-confluence/ n https://www.k15t.com/blog/2014/02/how-to-reuse-content-in-atlassian-confluence-with-scroll- versions n https://ffeathers.wordpress.com/2011/04/03/content-reuse-on-a-wiki-a-case-study/ n Atlassian (Confluence) n https://confluence.atlassian.com/doc/confluence-server-documentation-135922.html n https://marketplace.atlassian.com/ n BigPanda Docs n https://www.bigpanda.io/docs