Collaboration_Support_Writers_Oct28

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Collaboration between writers and Support:

Collaboration between writers and Support Slide 1 Renée Rendon and Kyle Laffoon

What benefits has the How-to experienced since working with Support? :

What benefits has the How-to experienced since working with Support ? More articles subm itted from non-writer Rackers More articles improved Referenced articles updated more often Articles edited from all shifts Articles tailored to what is needed on the front line Goodwill establishe d between groups Slide 2

Slide3:

3 www.rackspace.com World-class Content How-to Loyalty 74k How-to visitors returned to our site again and again How- toArticle Approval 69% positive rating Metrics for month of September, 2014 655,471 total visits to Self Service properties Visits to RAX properties rackspace.com 814,103 How-to 549,531 Cloud Control Panel 382,015

Which writing teams could benefit from working with Support? :

Which writing teams could benefit from working with Support ? How-to Dev docs Control panel Main website Marketing Others? Slide 4

What have we learned so far?:

What have we learned so far? Have a standard procedure for submitting updates, ideas, and corrections Maintain regular visibility with support Have contact lists available Give recognition for submissions Conduct training and practice sessions Slide 5

What have we learned so far?:

What have we learned so far? Have a standard procedure for submitting updates, ideas, and corrections Maintain regular visibility with support Have contact lists available Give recognition for submissions Conduct training and practice sessions Slide 6

How can we improve communication between the teams? :

How can we improve communication between the teams? Develop a better system for communication Be more consistent with our efforts Keep an updated contact list Get regular access to support logs Give frequent or regular recognition for submissions Slide 7

How-to results so far…:

Slide 8 How-to results so far… Of the 6 8 people we met with, 4 7 signed up to be contributors. Of those 4 7 who signed up, 33 have now had some activity in the KC . Of those 33 that have been active, 22 have submitted drafts of changes or articles. 37 to KC and 1 to Docs.

Where do we go from here?:

Slide 9 Where do we go from here? Increase our visibility Friendly gestures Simplify the process Attend the tech forums Flag documentation through chat Better recognition for those who submit

Thanks for your time today.:

Thanks for your time today. Special thanks to: Justin Taylor David Hendler Sam Salameh Ian White Anne Gentle Kurt Griffiths All of you who contributed ideas today! Also of note… Oprah Winfrey and Bea Arthur - You are missed. Slide 10

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