There is a lot of potential here at WebTrends for applying these information architecture techniques, and I am excited about connecting with customers in that domain. You’re right–it’s a huge undertaking but this company is more than worth it!

I’m worried that this is yet another “let’s start all over with the latest concepts in [this time, information organization] and more or less abandon what we’ve done, including a backlog of feedback and notes from the last few years.”

I’m worried that it sounds like the people doing the documentation are going to research us; in other words, they don’t know the product and are not in the profession. The usual result for this approach is mediocre, as well as “??? !!!” when the actual users see it.

I’m worried that the terms and concepts already in the product will get new names, following the tradition of WebTrends constantly renaming and renumbering their entire product system. I’m concerned that these new names will happen in order to fit the new framework, NOT because the old names don’t work.

I’m worried that nothing will be done soon, when there is so much low hanging fruit. That it will all come out as a big blob’o’stuff with no transition. Late.

I’m worried that nobody will recognize that there already is a documentation structure that needs to be maintained and improved, but not restructured. That structure is the setup screens and the report screens. They are truly low hanging fruit. The setup screens need far better documentation, i.e. explanation and clarity. The Help screens behind the setup screens need the same thing, but with more details and technicality, and pointers elsewhere. The reports need somebody really knowledgeable to revamp the help cards.

I’m worried that nobody will notice the glossary, which hasn’t been updated in years, seems like. Related to the help cards, which contain chunks of glossary, the glossary needs to be expanded to include all the needed terms, and the definitions need to be clearer, wiser, and have available extra depth (technical details … limits, dependencies, names of VH parameters, etc).

I’m worried that changes won’t be called out. Time and again I’ve had to compare old and new versions of manuals to each other, page by page, to figure out what’s changed. Some of what I’ve discovered has been shocking, and definitely worth highlighting. I’ve heard promises for years that this stealth change process will go away.

There. You asked for it, you know who you are. You heard me say most of these points and I heard the points you said. Now it’s out, branding me as a troublemaker, again, and not you!

Thanks for the email link for suggestions, I will be using it I’m sure.

Why not send us a list of the last five times you wanted clearer information? We’d love to have this information to help prioritize future docs updates!