Chaos to contained How a content project can lead to better content BAU
summary
An e‑commerce site (~150 staff) ships with ~350–400 help articles in Zendesk and a chaotic backlog; audit finds 436k support requests a year and about 38% search failure. The project runs as time‑boxed work: structured workshops in Miro, owners assigned, a Monday board backlog, templates, style guide and mapping of old articles to a new task‑led architecture. The team hires a second writer, finishes staged rewrites and hands over processes and training so documentation moves toward reliable BAU.
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chapters (12)
- 0:00Start
- 2:54Discovering the chaos
- 4:13Just a few little issues.
- 6:56Issue sizes
- 8:03The plain truth
- 15:46Workshops. Love 'em or hate 'em?
- 17:35Workshop preparation
- 22:50Building the structure visually
- 24:27Approval and endorsement
- 25:35Parallel activity
- 26:16Everything we need for the project
- 26:36The backlog from hades - chaos contained
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