Becoming a Data-Driven Documentation Team

Across the organization it has become essential to collect metrics that measure our success against key performance indicators (KPIs) and take actions to improve. Yet documentation teams continue to deliver thousands of pages of content without any meaningful data upon which to measure productivity and success. Backed up with data, forward-thinking companies are discovering the tremendous impact technical content has on customer enablement, self-service, support, marketing and sales enablement.

In this session, Joe Gelb, Founder and President of Zoomin Software and Lawrence Orin, Product Evangelist and Customer Implementation Expert will help participants understand how to start using data in a meaningful way and truly catapult your team’s efficiency. We will distinguish between useless analytics, scorecard analytics and actionable insights.

How can you measure the performance of your content and how to improve? How can you demonstrate their your impact on the whole organization? How many users failed to find answers they seek? Are your readers reading old content? Is your most important content also the most popular content? The answers to this and more in our presentation.

What can the audience expect to learn?

Learn how to leverage data and analytics tools to incorporate a data-driven approach to documentation.
Find out how metrics such as content traffic and utilization, search analytics, and content aging can translate into actionable insights.
Learn how actionable insights make your teams more productive, your content more relevant and build prestige across the organization.

Meet the presenters

Joe Gelb is Founder and President of Zoomin Software. Joe has over twenty years of experience helping enterprises implement, maintain and capitalize on structured content. At Zoomin, he has spearheaded the development of advanced technology solutions for dynamic content delivery. Prior to founding Zoomin and Suite Solutions, Joe was the CTO at Live Linx, a leading provider of software and system integration services for technical product information, where he designed and implemented solutions for aerospace, defense, manufacturing and hi-tech companies. Joe holds a degree in Mechanical Engineering from Stevens Institute of Technology.


Lawrence Orin is Zoomin’s Product Evangelist and Customer Implementation Expert, offering customers a deeper understanding of content strategy, and helping with their implementation with his experience as a customer of Zoomin in his previous positions. Prior to that, he was Documentation Manager at Riverbed, where he used Zoomin’s help portal to publish modern help content for customers of SteelCentral Aternity, searching in any Aternity publication, in any version, and featuring innovations like fail-safe context sensitive help, glossary popups and much more.

Lawrence also formerly led the documentation team in Radvision, where he pioneered blending marketing content into technical writing to create more sales-driven documentation. He has also led teams in technical support, customer services, and has worked as a programmer and graphic designer. He holds a BSc. in Computer Science with Cognitive Science from University College London (UCL).

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