Docs and KBs: Hell or harmony?
Knowledge bases and documentation have a fraught relationship. While they serve the same purpose – to educate customers with much sought after knowledge – knowledge bases have long stood independent and attempts to integrate complex, task-based documentation into knowledge bases designed for support articles aren’t very harmonious.
But a fragmented publishing experience means a fragmented and siloed experience for users – and that’s bad news for all of us. So is there a way to unite these warring foes in a way that provides the best of both worlds?
In this talk Lawrence Orin, Product Evangelist and Customer Implementation Expert at Zoomin Software will guide participants through best practices and pro tips for blending docs and KBs to provide a seamless unified user experience.
What can the audience expect to learn?
Learn the dos and don’ts of blending docs and KBs
Learn best practices for blending docs and KBs
Understand how to provide a seamless unified user experience while increasing efficiency behind the scenes
Meet the presenter
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).