Lawrence Orin is Zoomin’s Product Evangelist and Customer Implementation Expert, bringing deep knowledge of the documentation space. Prior to Zoomin, he was Documentation Manager at Riverbed. Previously, Lawrence led the documentation team at Radvision, where he pioneered blending marketing content into technical writing to create sales-driven documentation. He has also led teams in technical support, customer services, and worked as a programmer and graphic designer. He holds a BSc. in Computer Science with Cognitive Science from University College London (UCL).
Documentation Has Value? Prove It.
Co-presented with Joe Gelb.
Technical documentation has traditionally been considered a cost center for product development, sandwiched somewhere between training and support. Forward-thinking companies are increasingly discovering the tremendous impact technical content has on critical functions, such as customer enablement, self-service, support, marketing, and sales enablement. Now, armed with the right data, you can prove it. In this session, we’ll explore how you can measure effectiveness, productivity and impact. We distinguish between useless analytics, scorecard analytics, and metrics that provide actionable insights.