Gina Fevrier and Dean Kaflowitz, technical writers at Numara Software, Inc. wanted to enable their customers to contribute to the user documentation for their software applications. After conducting research for over a year on best practices for user documentation and collaboration, including conducting focus group studies, they decided to give their customers an opportunity to shape their content strategy. Before a content management strategy could be put into place, they needed immediate user feedback and collaboration. Based on user research, they converted their user documentation to a Confluence wiki for a user community pilot. The pilot will be conducted from April to August, 2010.
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