Quantifying value of documentation
- Tutorial
- Content Strategy & Information Architecture
-
Dr Selvaraaju Murugesan
- Document360
Contents
Learn a practical framework to quantify documentation effectiveness through data-driven methods. This workshop covers how to leverage Google Analytics,and Documentation analytics for content performance tracking, implement user journey mapping to identify critical documentation needs, and measure impact on support ticket volume. Participants will explore the relationship between documentation quality and customer satisfaction through tangible metrics. The workshop provides hands-on experience developing customized measurement approaches that align with organizational goals. Leave with actionable strategies to demonstrate documentation's business value using appropriate analytics tools and assessment techniques.
Takeaways
Key takeaways are
- Metrics framework
- Measures
- Purpose
- Calculation methodology
- Use cases
- Cost reduction : Deflecting support tickets
- Customer satisfaction : Enhancing information discoverability for problem solving
- Reporting
Speaker
Biography