In late 2017 I was asked to write a strategy on how to manage and produce support documentation for the University of Warwick’s web publishing team, which develops web and mobile applications in-house.
The number of web applications had increased since I joined Warwick in 2012. Help pages were in large banks of FAQs (frequently asked questions). Over time, they had become difficult to navigate and keep up to date. After a successful trial to incorporate documentation work with the development cycle for one application during 2016-17, there was a successful model to follow. The challenge was to identify the scope of documentation work in total and how to scale up the trial to a full service of 17 applications.