Context

Evention needed a way to identify who was accessing documentation from our internal and external partners.

Opportunity

The question is how to determine if documentation is helping end users and internal partners?

Documentation analytics involved identifying any gaps in documentation.  What was needed:

• A way to review Support tickets in real time.
•  Reviewing what documents in Coda are being accessed by internal partners.

Contribution

Using Coda I created tables based on Salesforce reports of Support calls.  I selected specific criteria to filter for the types of calls received.  If a pattern is present that signaled to me a feature’s documentation needed revision.

To review how our internal partners were utilizing documentation I created tables in Coda of Evention departments.  These tables allowed me to review what documents were accessed.

Impact

• With the use of Bitly.com, a QR Code and link creation platform, I was able to imbed a link of Coda documentation into clients’ sites.  This included general guides and release notes.
• Bitly.com analytics enabled me to view client engagement of end user documentation.