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Content Strategy by Noz Urbina, Rahel Anne Bailie

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Case Study: Making the Case for Efficiency

Help documentation is a requirement for any company that sells an enterprise product or service. But for most companies, online help is the end of the road in terms of innovation. Aside from updating their help authoring tools, most companies have not gone beyond creating online help topics for user support materials.

For one company, though, this was only a rest stop on the way to something better. Many organizations talk about continuous improvement, the operative word being talk. The organization in this case study not only talks about continuous improvement, it practices it. The drive to widen the gap between quality delivered and production costs is ingrained in this company’s corporate ...

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