[Plone-docs] Making docs more data-driven

[Alexander Limi]

Hi docs-curious (and Karl Horak, who I guess is more metrics-curious :),

There's a great write-up from the Mozilla support team where they talk about
how they made their documentation better by focusing on metrics and
measuring what people were looking for that I think is worth a read:

http://blog.mozilla.com/sumo/2009/11/06/how-we-improved-customer-satisfaction-by-splitting-up-articles/

I'd love to see us be a bit more metrics-focused in how we approach
documentation, get more analytics wired up to the documentation area (or at
least publish a list of the most common searches and the most frequently
accessed articles). The list of 404 errors I published earlier is a very
simple way that we can use metrics to improve documentation, but I'm sure
you have other ideas too.

This is another thing for our "back pocket" once the dust has settled after
the KB switch-over. Just wanted to send out an email before I forgot. :)

[Dylan Jay]

Post by Alexander Limi
Hi docs-curious (and Karl Horak, who I guess is more metrics-
curious :),
There's a great write-up from the Mozilla support team where they
talk about how they made their documentation better by focusing on
metrics and measuring what people were looking for that I think is
http://blog.mozilla.com/sumo/2009/11/06/how-we-improved-customer-satisfaction-by-splitting-up-articles/
I'd love to see us be a bit more metrics-focused in how we approach
documentation, get more analytics wired up to the documentation area
(or at least publish a list of the most common searches and the most
frequently accessed articles). The list of 404 errors I published
earlier is a very simple way that we can use metrics to improve
documentation, but I'm sure you have other ideas too.
This is another thing for our "back pocket" once the dust has
settled after the KB switch-over. Just wanted to send out an email
before I forgot. :)

Great idea. Its easy enough to setup a google analytics account with
documentation team editors as account viewers. A report on top search
hits into the doc area that result in quick bounces could be really
useful.

[Israel Saeta Pérez]

Post by Alexander Limi
Hi docs-curious (and Karl Horak, who I guess is more metrics-curious :),
There's a great write-up from the Mozilla support team where they talk
about how they made their documentation better by focusing on metrics
http://blog.mozilla.com/sumo/2009/11/06/how-we-improved-customer-satisfaction-by-splitting-up-articles/
I'd love to see us be a bit more metrics-focused in how we approach
documentation, get more analytics wired up to the documentation area (or
at least publish a list of the most common searches and the most
frequently accessed articles). The list of 404 errors I published
earlier is a very simple way that we can use metrics to improve
documentation, but I'm sure you have other ideas too.
This is another thing for our "back pocket" once the dust has settled
after the KB switch-over. Just wanted to send out an email before I
forgot. :)

Yeah I agree, and think we should also look further into how the Mozilla
community manages its documentation in SUMO for ideas.

-- israel