Author: Scott Abel
Profile: https://www.linkedin.com/in/scottabel/
A few years ago I asked a technical documentation manager what customers were struggling to find. She didn’t show me a dashboard. She opened a spreadsheet.
Near the top were searches for things like “reset password,” “export data,” “SSO,” “change email address,” and “talk to support.” Nobody in the room found the list particularly surprising. Support had heard the questions before and product managers knew which features generated the most complaints. The writers recognized several topics they had updated repeatedly.
What surprised me was how little of this information appeared anywhere else. The content audit didn’t mention it. The analytics reports didn’t mention it. The quarterly review didn’t mention it.
The search logs did."
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Near the top were searches for things like “reset password,” “export data,” “SSO,” “change email address,” and “talk to support.” Nobody in the room found the list particularly surprising. Support had heard the questions before and product managers knew which features generated the most complaints. The writers recognized several topics they had updated repeatedly.
What surprised me was how little of this information appeared anywhere else. The content audit didn’t mention it. The analytics reports didn’t mention it. The quarterly review didn’t mention it.
The search logs did."
Read the post and subscribe today!
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