Contributing to our online documentation is the responsibility of all of our Support Technicians. To that end, we have implemented the following practices to ensure our docs get appropriate attention and are reviewed and updated rigorously. The Docs Project Manager (DPM) has specific roles to play in documentation, but all Support Technicians have daily roles to play as well. This article walks through those responsibilities.
Each Monday morning the DPM posts the current active docs assignments in the #give-docs Slack channel. As you complete work each day on documentation, add an update to your assignment thread the #give-docs channel in Slack.
Each week on Friday, you will see a mandatory update reminder. When that reminder comes in, you should be able to report on three things:
Throughout your daily interactions with customers and users, you’ll be referring to our docs and you might also get feedback about our docs. Part of your contribution to our online documentation is to provide those insights and feedback to our Docs team.
We provide that feedback via the feedback site.
Part of your daily tasks can be reviewing existing feedback, voting on posts, commenting on them with additional insights, linking to new Help Scout threads that give more user feedback, and – of course – creating new feedback.
Docs feedback posts can be created two ways:
Docs feedback titles should either be able to complete the sentence “I’d like to learn about ________ in the docs” or follow the Bug Report pattern of {x} should ... where {x} is the current doc or doc section that is incorrect.