Turning Chaos into Order: The Technical Writer as a Project Manager
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20 min
Our team of a manager and 4 technical writers was given the task of creating a knowledge base in Confluence for all IT systems and services of a company with 2000 users. The knowledge base should be quite voluminous. About 85% of the audience are business users. Having started the task, the team was faced with the typical difficulties of creating a knowledge base:
- Chaotic structure and format of articles
- Loss of relevance
- Lack of system representation
- Lack of Reader Awareness
It was decided that each team member would take control of one of them as a project. At regular meetings, the person in charge presented his work, and the others took an active part in each other's projects. Over the year, the team has accumulated interesting, effective solutions to improve the structure and completeness of the knowledge base, increase the relevance of articles and the level of literacy and clarity of the text. As a result, today the knowledge base looks cool and brings benefits on a whole new level.