This is the first article in a series about using ITIL 4 concepts in developing documentation strategy. These articles are for technical writers, documentation strategists, and product managers who want to improve documentation.
Users leave us a lot of feedback these days. Some of it is active and deliberate, like adding a comment to an article on a website. Some of it is incidental, like clicking on an article and then closing the browser window before the page has fully loaded. And many companies aren’t taking advantage of all of the user feedback they could be collecting.
Many software companies give their technical writers the responsibility for creating a documentation strategy. While it can work well at times, it often ends in a huge mess. Even where the technical writers are well up to the challenge – many are – they frequently don’t get the backup they desperately need.