Monday

Track 410:15 - 11:10

Holy Grail Part 1: Driving Down Support Calls with Truly Helpful Online Help

What if you could show your leadership the monetary value of what your team does? In this how-to session, Tony Vinciguerra, Senior Manager of Technical Writing at athenahealth, a SaaS company that offers billing, medical record, and network services for hospital and ambulatory clients, will share the details of how he worked closely with his company’s customer support team to gather and analyze the data necessary to attempt to show how his team’s online help drives down support calls and saves his company money in the process - half of the so-called Holy Grail of technical documentation. He will share his failures and successes, as well as offer advice and concrete steps that you can take to start your own journey.

Session Topics: Tools Neutral

Tuesday

Track 42:50 - 3:50

Holy Grail Part 2: Increasing Feature Usage with Effective Release Documentation

What if you could prove that your release documentation increased usage of your company’s products, improving customer satisfaction and retention in the process? In this case study, Tony Vinciguerra, Senior Manager of Technical Writing at athenahealth, a SaaS company that offers billing, medical record, and network services for hospital and ambulatory clients, will share the details of how he worked with many tools and teams inside and outside of his company to capture, measure, and evaluate data in an effort to show how his team’s release documentation increases feature usage - half of the so-called Holy Grail of technical documentation. Come with him on this year-long journey, in which he looked to help his team see the real-world results of what they write and help management see the value of the documentation that his team produces.

Session Topics: Case Study