Use bug tracking software to track errors in help content

My manager had an interesting idea today on how to make sure we keep our help accurate and current: use bug tracking software.

We are trying to figure out the best way for other groups (especially Client Services who use the help frequently) to let us know when they spot errors in the help content. If we are lucky, we get an email. But I work for a very large company and trying to find the right person to email when you have a problem can be difficult.

Why not treat content errors in the help like software bugs? Most software companies already have a streamlined system for tracking software bugs reported internally and externally.

I think that is a cool idea and hopefully we can try it out.

Keeping Help Fresh and Crispy

Our team is starting a project to correct, review, revise and re-organize a large amount of user documentation for financial  industry software. We’ve involved Project Manager’s and Client Service Reps in the process and everyone is excited and supportive of the project.

One thing people keep repeating is, “How do we keep ourselves from doing this again a year from now?”

Our products are constantly updating and we are swamped. How do we make sure our help stays fresh and crispy? How do we ensure the help stays as current as the latest release of the product?