The role and responsibilities of technical writers are changing due to technological advancements, expectations of organizations and users’ needs.
Technical Writers are expected to contribute to overall product growth spanning across multiple business units rather than contributing software documentation.
Offering personalized and contextual helps is becoming a norm for customer obsession in many companies.
Technical Writers help with configuring knowledge base solutions, integration with various customer data platforms, and tweaking customer support tools to enable every customer and user to get a red-carpet service and support.
This talk will cover the emerging aspect of software documentation in offering contextual and personalized help for maximizing customer satisfaction and enhance self-service.