tcworld conference 2026 Conference program Detail

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Invisible Audiences: Documenting for Users Who Will Never Tell You What They Need

canceled

<p>Dear Paula,&nbsp;</p> <p>The conference board voted for your other two presentations.&nbsp;</p> <p>Therefore, we will cancel the presentation with the title &quot;Invisible Audiences: Documenting for Users Who Will Never Tell You What They Need&quot;.&nbsp;</p> <p>Best regards,&nbsp;</p> <p>Your conference team</p>

  • Presentation
  • Information Modeling & Knowledge Structure
  • Paula Stern

    Paula Stern

    • WritePoint Ltd.

Contents

Most documentation teams build their content strategy on feedback from a small minority ofusers — those who submit tickets, complete surveys, or participate in research sessions. Theusers who read, struggle, fail, and move on without a word are invisible. This session presents apractical framework for reaching that silent majority: using behavioural analytics, support ticket analysis, and indirect research methods to build documentation that works for users who willnever tell you what they need. No specialist tooling required — just a systematic approach to thesignals already available to most teams.

Takeaways

  • The Feedback Illusion diagnostic
  • Search query analysis as user research
  • Support ticket text mining
  • Rage-click and abandonment analysis

Prior knowledge

none required

Speaker

Paula Stern

Paula Stern

  • WritePoint Ltd.
Biography

Paula Stern is a senior tech writer from Israel. She is the CEO of WritePoint Ltd. and the lead instructor of WritePoint’s Technical Writing Course. Paula is also the Spokesperson for tekom Israel, a popular blogger and presenter. Paula organizes the annual MEGAComm conference, uniting hi-tech professionals from the techcomm and marcom worlds. In recent years, her focus has been working for cyber-security companies and startups.

In her spare time (of which she has very little), Paula loves to paint, write, read, cook and sleep.

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