Bridging the gap between documentation and support, with Neal Kaplan

About this meetup:

User assistance (documentation) is basically self-service customer support. Both documentation and customer support are critical to the success of any company, and they work better when they assist and improve each other. How can you tap the knowledge of support agents to improve the documentation, and how can you make the lives of support agents easier in return?

Neal Kaplan has worked closely with customer support and customer success teams for years. He’s gone from thinking of them as “the RTFM, turn-it-off-an-on-again folks” to being their biggest advocate and fan.

How can a documentarian work with customer support?

  • Review support tickets manually
  • Set up automated notifications
  • Review difficult cases and solutions with customer support agents
  • Learn about your customers
  • Review ticket metrics, and measure how they change as you add more documentation
  • Have them write

Join us for a lively presentation and discussion about the best ways to integrate support and documentation.

About Neal Kaplan

Neal Kaplan is a tech writer/doc manager working for a data analysis startup in Redwood City. He has a blog at and is presenting at the upcoming WTD conference in Portland. If you want to chat with Neal, you can usually find him on the WTD Slack forum.

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