Years of collaboration
2023 – Ongoing
Context
Innovative Managed Detection and Response (MDR) services
Expel is one of the leading MDR service providers. Expel offers services that safeguard organisations around the world by minimising risk, enhancing security, augmenting existing programs, and providing detection and automation.
Aim
Outsourced technical writing partner to help improve processes and provide authoring support
Expel was in need of a documentation partner that could swiftly adapt to the current tool stack, which involved authoring in Paligo and publishing to Zendesk.
Initially, the focus was on addressing Expel’s existing documentation backlog and providing support for feature releases. While Expel had some documentation processes in place, their request management and workflows could have been more efficient.
Want to find out more?
Challenges
Improving documentation processes from the ground up
Expel faced several challenges. First, Expel needed help with establishing workflows, agreeing on common authoring assets, and defining priorities for managing the documentation backlog.
Next, Expel needed to establish processes for managing and prioritising new documentation requests, as well as configure the tools to make requests easier to manage and prioritise.
Finally, Expel needed technical writers to pick up the existing tool stack and handle requests for new or updated content. These writers would then need to create content to help clear the backlog of updates needed to their documentation.
Solution
Providing consultation and technical writing services
The 3di team:
- Made recommendations and agreed on processes for request management and monitoring productivity.
- Initially, we focused on feature documentation before moving on to more technical integration documentation.
- Quickly got to grips with Expel’s style of writing and tool stack (writing in Paligo and publishing to Zendesk).
- Helped Expel’s new internal writing team get up-to-speed with the processes we established.
Want to find out more?
Result
Handled new documentation requests and defined new workflows
The 3di team:
- Helped reduce the documentation backlog, handled new documentation requests, and defined new workflows.
- Established an efficient documentation process for Expel using their existing tool stack.
- Successfully handed over an improved documentation process to Expel’s new in-house authoring team.