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Lorraine Aochi: Contributions to Help Content
- 2. © 2016 | Global Customer Support & Operations
Introduction
2
- 3. © 2016 | Global Customer Support & Operations
Small writing teams
Complex products
Agile development
Frequent releases
Challenging times for writers
3
- 4. © 2016 | Global Customer Support & Operations
Need to cover real-world workflows
Technical sales, technical support
know these workflows
Are unfamiliar with publishing tools
Willing to write up the scenarios
Challenging times for writers
4
- 5. © 2016 | Global Customer Support & Operations
Analyzed possible content and simplify
Used only basic formats
Provided guidelines and samples
What did we do?
5
For content
- 6. © 2016 | Global Customer Support & Operations
Change Management
Understand Individual Writer’s Needs
Help Educate Writers on possibilities
Need for change
Advantages of change
Help Writers Define Needs (requirements)
Methodology for Success
6
Collaboration with Autodesk Team
- 7. © 2016 | Global Customer Support & Operations
Development Cycle
Iterative process
Writers helped design new tool
Proof of Concept
Writers have Hands on experience
Design
Usefulness
Methodology for Success
7
Design with Autodesk
- 8. © 2016 | Global Customer Support & Operations
Tools: simpler set
Better defined processes
Defined metadata to improve
website search results
Editorial and production support for less
experienced writers
What changed?
8
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respective holders. Autodesk reserves the right to alter product and services offerings, and specifications and pricing at any time without notice, and is not responsible for typographical or graphical
errors that may appear in this document.
© 2016 Autodesk. All rights reserved | Global Customer Support & Operations