While researching more about content strategy and starting with your Web site, I found your post. This is particularly of interest to the technical writers at our company who have converted our user documentation to a Confluence wiki. It’s the first time we’ll have direct contact with our customers. Our goal is to allow them to collaborate by commenting on the existing user documentation as well as creating their own pages of tips, best practices, etc. We hope to see our customers help shape our content strategy by letting us know what they want. I’ve seen Confluence tech writers change a help topic on their user docs wiki within a day after I’ve made a comment on the page. We’ve got so much legacy content that we aren’t sure is being used, and I believe the wiki will be a good start to find out. Thanks for continuing to post valuable information on your site. I’m looking for to learning more at your workshop “Architecting Content: Content Strategies” at the STC Summit on May 2.

Gina Fevrier

We give a lot attention to both and make it easy for users to jump back and forth between flashy product information for things they make not have, and detailed, task-oriented support information for products they are currently using. There are lots of use cases that have to be satisfied besides trying to force every visitor down the sales funnel Nice post!

We actually should do more marketing than we do, it’s just not our corporate culture to push as hard as we probably should in some cases.