Technical Writing
Product documentation should be findable, usable, and empowering for users. Users need to get things done and are sometimes already stuck when they arrive at your content. I work closely with engineers and product managers to craft clear, concise documentation that enables success.
Note: All draft documents are copies of the originals. Sensitive company information and stakeholder names have been removed.
Implementation Guide: B2B Marketing Platform
What I Did
Worked extensively with subject-matter experts across teams to understand the full process
Wrote all new end-to-end instructions
Created a new supplemental planning worksheet
Ensured content was consistent, followed voice and tone guidelines, and adhered to Salesforce style guidelines
Updated diagram (page 7)
Received positive feedback from customer support agents
The Project
A complete overhaul of the implementation guide for Marketing Cloud Account Engagement (formerly Pardot), Salesforce's B2B marketing solution.
The Details
The setup for this product is complex and ownership of each step is spread across product teams. The previous guide was outdated, unclear, and forced users to seek outside documentation for required steps.
Salesforce
The Project
Document new conditional logic functionality for an existing marketing automation tool in Salesforce's Marketing Cloud Account Engagement (formerly Pardot).
The Details
The completion actions automation tool makes it possible to execute a simple automated action when a prospect interacts with a marketing asset. The addition of conditional logic made it possible to only take an action if prospects meet certain conditions. This change was one of the most requested feature improvements by Account Engagement customers.
Knowledge Base: Conditional Automation
What I Did
Worked with subject-matter experts to understand the capabilities and limitations of the new logic and corresponding interface
Rewrote existing content on completion actions to incorporate the new functionality
Added net-new content with examples to illustrate how conditional logic works
Salesforce
Knowledge Base: Contact Tags
What I Did
Collaborated with the product team and UX throughout development
Wrote instructions, best practices, and example content
Ensured content was consistent, followed voice and tone guidelines, and adhered to Salesforce style guidelines
Updated diagram (page 7)
Received positive feedback from customer support agents
The Project
All new documentation for a new content tagging feature.
The Details
There were two challenges here. First was figuring out how much to define what a "tag" is (in other words, what to people already know about this?). Second was that this feature was replacing a static segment feature Mailchimp had previously. Because Mailchimp is billed as accessible to anyone, we decided to define tagging in the content and connect the definition to the value in Mailchimp.
I also decided to include a supportive note to reassure long-time users of static segments that this wouldn't change or disrupt how they work. Since I left Mailchimp, the note has been removed but you can view a screenshot in the content plan document linked below.
Mailchimp