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The Premier Technical Communication
and Content Strategy Conference

October 3-6, 2021 | Fairmont Austin

Photo of Ryan Nicholson

Ryan Nicholson

Senior Manager, Content Development, Bullhorn

Ryan Nicholson, a Senior Manager of Content Development, manages a global team of technical writers and instructional designers for an industry-leading staffing software company. Ryan came to his current company, Bullhorn, as a technical support analyst and found himself pursuing a technical writer role due to an interest in writing and strong opinions about organizing folders. Over the last several years, the knowledge base has grown from documenting a single product to over a dozen product offerings with content ranging from simple how-to articles to self-paced training covering complex API concepts. He was introduced to MadCap Software through a company acquisition and has spent the last few years bringing together a dozen different product libraries utilizing Madcap Flare and Madcap Central as well as publishing HTML5 sites to internal servers, Central, Salesforce, and Zendesk. With 15 years’ experience in training, leadership, and change management, Ryan spends his days leading the team, chasing down SMEs, and occasionally petting dogs.

Ryan Nicholson, a Senior Manager of Content Development, manages a global team of technical writers and instructional designers for an industry-leading staffing software company. Ryan came to his current company, Bullhorn, as a technical support analyst and found himself pursuing a technical writer role due to an interest in writing and strong opinions about organizing folders. Over the last several years, the knowledge base has grown from documenting a single product to over a dozen product offerings with content ranging from simple how-to articles to self-paced training covering complex API concepts. He was introduced to MadCap Software through a company acquisition and has spent the last few years bringing together a dozen different product libraries utilizing Madcap Flare and Madcap Central as well as publishing HTML5 sites to internal servers, Central, Salesforce, and Zendesk. With 15 years’ experience in training, leadership, and change management, Ryan spends his days leading the team, chasing down SMEs, and occasionally petting dogs.


Monday

Track 21:45 - 2:40

Is It Working? Data Analytics for Human Beings

We've all been in front of the Operations or Business Intelligence Expert who spouts off about confidence levels, inferential analytics, and SQL queries. These mysterious wizards speaking in some unknown ancient language that somehow conjure a budget out of the ether. How do you get started with analytics when you're not a superhuman data magician? We're going to look at analytics from a practical, simplified starting point to allow you to make basic decisions about your projects. Answer questions such as: • I know my customers and my product. Do I need to spend time learning about data? • How do I get started? • What are my options if the words "budget" and/or "spare time" are not in my vocabulary? Identify: • What are my users searching for? • How long do they engage with my content? • Where do they drop off? Tools we will discuss: • MadCap Central Analytics and Reporting • Google Analytics

Tuesday

Track 24:20 - 5:20

Managing Your Feedback and Spending Less Timing Hunting Down SMEs

Much of our time is spent chasing down a sign off on a particular article or feedback on a process to ensure it is accurate. At Bullhorn, we had to find a way to manage all the pieces of feedback we were receiving. Sending out Google or Microsoft Word documents hoping for comments to be left led to time being wasted following up on Subject Matter Experts, stakeholders, and others. We introduced a system that allowed our team to passively reach out to our SMEs for feedback, manage reminders/approvals and more. As a result, we spend more time creating content and less time knocking on doors. In this session we will cover: 1) How we managed to grow our feedback system from 3-5 pieces of feedback a quarter to over 300 per quarter. 2) Building an SME program that results in engaged SMEs proactively giving us updates on their areas of responsibility utilizing Slack, Smartsheets, and MadCap Central

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