You would have earlier seen an introduction to the
numerous ways in which
Zoho Wiki is being implemented within Zoho. Now, a series of blogs will explore each facet of Zoho Wiki in detail.
Let me present to you, Pon Pavitra Jothi, the technical writer in charge of
Zoho CRM’s Help Manuals. For the past nine months, Pavitra is using Zoho Wiki for documenting the Help section.
was initially apprehensive about how an online wiki could be used for
writing software product manuals. But once I started working, I could
clearly see Zoho Wiki adding value as a product help authoring tool.”
Zoho CRM is an extensive product and needs a lot of help documents. We want to support our customers in the best possible manner. We have around 175 help pages now and it continues to grow. Zoho
Wiki is a simple tool to manage such bulky documentation. No geeky stuff. I got started immediately.
: Making edits to the documents via the WYSIWYG editor is easy and more importantly, it would be live the moment I updated.
This is real helpful especially since Zoho CRM is a rapidly evolving online service and new features getting added all the time.
: Publishing help manuals and user guides always require the content to be shared
and involves team collaboration. Zoho Wiki makes interactions with the product
development team a breeze. I could set permissions to every page that I
created, i.e. publish it or make it private whenever needed. This was
helpful when new features were getting ready. I could create a page,
keep it private, draft the help content (with all the formatting done),
share with my team alone, collaborate to arrive at the correct content
and simply make it public (publish) on the day of release. Publishing
the document was just a click away.
Version Control Advantage
Sometimes, I might mess a document but then, I could always revert to
the previous version. Plus, I could compare two versions and figure out
: Using tags was helpful in searching, related content for a topic.
: I have used a couple of widgets too. For example, many pages needed the same list of
. In case, I had to add more to the list, I didn’t want to go and add it manually in each page where the
were listed. To avoid that, I used a widget and that was easy. Zoho
Wiki has indeed increased my productivity. There are many widgets to add
YouTube videos, presentations, graphs etc.
|User Communication & Community building|
“An important point here is, users can post comments, give their
feedback on the content, or ask their questions. As a technical writer,
I feel, this ensures a two way interaction (my documentation and the
user’s feedback on it) which is vital. You see, we have over 500 comments in our help section, that’s a testimony to our vibrant community ” says the tech writer.
Thanks Pavitra, for sharing your insights about Zoho Wiki.
As more and more Project Documentation, Product User Guides, Help Manuals move to cloud, I’m sure, Zoho
Wiki will be able to empower the technical writers who rely on user
friendly, quality help authoring and documentation software.