Re: Wiki for Product Documentation

[John G <john -at- garisons -dot- com>]

We have been using Confluence for the past year or so as our primary (and
evolving) platform for end user documentation.

> There certainly are benefits, but what are the risks of using a wiki? For
> example, do the publicly visible comments impact customer satisfaction?
>

None that I am aware of at this point.



> > How do you manage user feedback? What aspects should a feedback
> management plan cover?
>

Authors monitor the content they create and curate all comments. We assess
details and look for patterns. This may become a more formal process as we
move more products to Confluence.


> > Who provides the support? Tech Support? Tech Writers? Programmers?
>

Tech writers support comments in the docs. We get help as needed from other
teams.


> > What kind and volume of feedback do you receive? Are you able to address
> every comment on every page across releases?
>

Not as much as I think we expected, and all comments are examined.


> > What happens to all the comments when the wiki/product moves to the next
> release? Should there be a point at which the comments can be archived?
>

Comments are addressed and removed as their resolutions are made available.


> > Is your wiki completely public? Limited access for customers?
>

Limited to customers


> > What space do you use to publish your wiki?
>

Confluence
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