Case Study: User Documentation at Red Gate Software

Our latest interview is between Ellis Pratt of Cherryleaf and Rachel Potts of Red Gate Software, concerning user assistance and documentation at Red Gate Software.

We discussed working in an Agile environment, providing a single support centre for all user information and how Web Analytics can help improve user documentation.

This is the full interview, and it lasts 30 minutes.

Part 1:

Link to Part 2

Link to Part 3

Link to Part 4

This interview will form part of Cherryleaf’s Learning Zone for technical writers. The Learning Zone has been our “skunkworks” project for 2010, which we’ve been mentioning for a while now.  All the initial content has been uploaded and reviewed, and we have additional content ready to be added. We’ve a few things to sort out before we can go live: User feedback/pre-release review (we’re looking for volunteers) and some shopping cart and folder security protection tasks.

4 Comments

Larry Kunz

Thanks, Ellis and Rachel, for sharing this interview with us. It’s very interesting to hear what Red Gate is doing, because I think that the future of technical communication is going to look a lot like this.

Unfortunately I couldn’t access Part 3 of the interview. The link seems to be broken.

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