Re: Making docs more data-driven

On 16/12/2009, at 5:25 PM, Alexander Limi wrote:

> Hi docs-curious (and Karl Horak, who I guess is more metrics- 
> curious :),
>
> There's a great write-up from the Mozilla support team where they  
> talk about how they made their documentation better by focusing on  
> metrics and measuring what people were looking for that I think is  
> worth a read:
>
> http://blog.mozilla.com/sumo/2009/11/06/how-we-improved-customer-satisfaction-by-splitting-up-articles/
>
> I'd love to see us be a bit more metrics-focused in how we approach  
> documentation, get more analytics wired up to the documentation area  
> (or at least publish a list of the most common searches and the most  
> frequently accessed articles). The list of 404 errors I published  
> earlier is a very simple way that we can use metrics to improve  
> documentation, but I'm sure you have other ideas too.
>
> This is another thing for our "back pocket" once the dust has  
> settled after the KB switch-over. Just wanted to send out an email  
> before I forgot. :)

Great idea. Its easy enough to setup a google analytics account with  
documentation team editors as account viewers. A report on top search  
hits into the doc area that result in quick bounces could be really  
useful.


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