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Who’s responsible for updating your docs? When we made it the responsibility of the Support team and they developed an internal rotation, the problem went away
by apothegm 2y ago
Who’s responsible for updating your docs?
When we made it the responsibility of the Support team and they developed an internal rotation, the problem went away.
We had a slack channel that spit out summaries and ticket links from our CI/CD system. Support would watch that and respond to it for doc updates. If they didn’t understand a specific ticket, they’d consult with Product, who were supposed to fully understand the changes but could pull in Engineering in a pinch.
Major releases would be coordinated in advance, and our KB had a system for preparing and promoting new drafts of already-published docs so those could be staged as well.
- sidekickhero 2y agoHi, Interesting. Thanks. From what I’ve seen, the responsibility for keeping documentation up to date really depends on how the company is structured. In some cases, it falls under the product team; in others, it’s handled by the support team. In a previous role at a large company, I was on the product team, and initially, we were responsible for creating and maintaining the docs. Later, that responsibility shifted to the support team. At first, this freed us up a bit, but eventually, we started producing videos so the support team could use them as a base for writing the final documentation. That handoff helped somewhat, but it didn’t solve the core issue: even small UI changes still required updating the docs. Screenshots had to be redone constantly, which quickly became a time sink.