Growing with Writers: Scaling the Editing Process as Coaching for Both Writers and Editors
Presentation Abstract
The Information Development team at ServiceNow is growing rapidly. Since 2014, the team has tripled in size to include over 40 writers. During the same period, the editing team has grown from a team of one editor to four editors. Two of the editors were added just in the past few months, and there are plans to hire more this year. We’ve also recently started a shift to a more user-centric approach in our documentation.
To scale with the team and help everyone learn how to be more user-centric, we revamped our editing process to provide more coaching for both writers and editors. We added group training and more individual coaching. Editors are involved earlier to help writers through all stages of the writing process. New editors are also paired with more experienced editors to learn our processes and guidelines.
Meet the Presenter
Julie Phaviseth is the lead technical editor for the Information Development team at ServiceNow. She is involved in many aspects of the team’s training, processes, and standards. She loves the challenge and joy of helping writers shift from just documenting features to providing information that helps users get work done.