Drop the Docs, Get Back to What’s Important!
summary
Argues that documentation should minimize time on docs and get people back to work, not chase page views; applies user disengagement by fixing search and metadata in Salesforce, adding a one‑line purpose, navigational links and scannable sections, and using chat GPT to generate summaries and suggestions. Works on a 1,200‑article, multilingual knowledge base; pages per session fall 3.09→2.56, session duration falls from 4:22 to 3:32, bounce rate rises 46.6%→55.4%, and self‑service deflects costly support cases.
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chapters (14)
- 0:00Introduction
- 3:13Content metrics problems
- 6:44User disengagement in design
- 9:12Faster documentation rules
- 13:32Searchable knowledge bases
- 15:41Article scanability tips
- 17:07User-goal documentation
- 18:12Disengagement metrics
- 23:08Content aligned with outcomes
- 25:13Q&A
- 27:45Small-team disengagement
- 30:11Metrics vs quality balance
- 32:41Holistic reporting tips
- 33:22Top search improvement tips
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