How I convinced my boss to build our docs team
summary
A concrete playbook: run a four-part audit of people/process, appearance, content and competitors, collect basic analytics and user feedback via Google Analytics and Zendesk, and convert sessions‑to‑tickets into money. The result is a staffed docs team (one content manager plus four support‑allocated writers), about 210 docs maintained, a self-service score of 40 and €919,000 year-to-date savings with a projected €1,000,000 year end — real metrics and quick wins that justify hiring and tools.
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chapters (8)
- 0:00Introduction to the role
- 1:04Strategic planning steps
- 6:01Building the business case
- 9:32Preparing for the audit
- 15:20Conducting the documentation audit
- 26:00Tracking success metrics
- 29:33Finalizing the business proposal
- 32:03Q&A and community discussion
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