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Unlocking the Power of Data: How to Improve Documentation with a Data-Driven Approach

  • Presentation
  • Content Strategy & Information Architecture
  • 07. November
  • 14:00 - 14:45 PM (CET)
  • C4.2
  • finished
  • Rachael Hewetson

    Rachael Hewetson

    • SAP
  • Sophie Sofce Kohl

    Sophie Sofce Kohl

    • SAP

Contents

Our presentation shows how technical writing -- also known as user assistance (UA) -- teams can use a data-driven approach to create and improve their web content. Using the analytics life cycle as a basis, we show what aspects of quality in documentation can be measured, and we provide use cases of how concrete actions can be taken based on the data gathered.

We will be showing that the data you gather presents only part of the overall picture, and you will often need to use additional sources of information, both qualitative and quantitative, to build context and understanding so that you can interpret the data correctly, gain useful insights, and take meaningful action.

Working with these different sources of information and bringing different data sets together can pose challenges, and we will look at some of these in our presentation and discuss possible solutions.

Takeaways

  • Understanding the analytics life cycle and how to apply it.
  • Making decisions based on the data and measuring impact.
  • Dealing with the challenges of working with different sources of information.

Prior knowledge

No prior knowledge required.

Speakers

Rachael Hewetson

Rachael Hewetson

  • SAP
Biography

Rachael Hewetson is a User Assistance (UA) Development Architect at SAP in Ireland. Over the last 25 years, she has had different roles in the area of UA, mainly leading technical writing teams in creating documentation for different SAP products. She now focuses on how we can use analytics to ensure that the help delivered by SAP is as effective as possible.

Her focus is on the quality of UA and how effective it is in helping customers carry out their business tasks using SAP software. Rachael works with the large community of UA Developers at SAP, enabling them to measure different aspects of quality, take data-driven decisions to improve their content, and measure the impact of these actions.

Rachael Hewetson is a User Assistance (UA) Development Architect at SAP in Ireland. Over the last 25 years, she has had different roles in the area of UA, mainly leading technical writing teams in creating documentation for different SAP products. She now focuses on how we can use analytics to ensure that the help delivered by SAP is as effective as possible.

Her focus is on the quality of UA and how effective it is in helping customers carry out their business tasks using SAP software. Rachael works with the large community of UA Developers at SAP, enabling them to measure different aspects of quality, take data-driven decisions to improve their content, and measure the impact of these actions.

Sophie Sofce Kohl

Sophie Sofce Kohl

  • SAP
Biography

Sophie Sofce Kohl is a User Assistance (UA) Development Architect at SAP SE, located in St. Leon-Rot. With a strong focus on analytics, Sophie has dedicated the past few years to working on diverse analytics projects aimed at establishing a data-driven strategy and collaboration framework in her department. Leveraging data to increase the quality of User Assistance content and transform the perception of User Assistance within development projects, is at the center of her role.

Having been with SAP since 2001, Sophie has gained valuable experience that spans different roles and products. This journey has provided her with a deep understanding of what constitutes good content and how to deliver useful information to users.

Sophie Sofce Kohl is a User Assistance (UA) Development Architect at SAP SE, located in St. Leon-Rot. With a strong focus on analytics, Sophie has dedicated the past few years to working on diverse analytics projects aimed at establishing a data-driven strategy and collaboration framework in her department. Leveraging data to increase the quality of User Assistance content and transform the perception of User Assistance within development projects, is at the center of her role.

Having been with SAP since 2001, Sophie has gained valuable experience that spans different roles and products. This journey has provided her with a deep understanding of what constitutes good content and how to deliver useful information to users.

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