Our CMS Documentation Process and How You Can Help

The documentation for Cascade Server has always been a subject of much discussion. On the one hand, there are aspects of the system that are very straightforward and never change. However, countless elements within our web content management system are so fully customizable that providing generic documentation on these features can at times be of little use to our users. Over the last few months, our method to updating documentation has changed, and we felt it important to make our constituents aware of the efforts underway.

The process of updating our Cascade Server Knowledge Base has never been more collaborative than it is now. Once a week, various team members from across four of our departments meet online as part of our "KB Overhaul" process. Each team member is assigned a new documentation issue or ticket, and spends at least an hour working on the issue. Depending on the urgency of the issue, we often set several hours aside to make one update a top priority.

After completing the issue, the revised documentation is then passed through our own Cascade Server workflow to make sure it is reviewed by at least one additional technical resource and one resource with an end-user perspective.

You may be wondering where the tickets and issues we're working on are coming from. Some of the new documentation issues are those we find while poking through the Knowledge Base and using it as our own reference resource. Other issues come directly from our KB Feedback form, visible on the right side of every Knowledge Base page. This means that when Cascade Server users submit KB Feedback, the contents of this feedback email are immediately turned into a documentation ticket for our team to work on. If there is ever an area of the documentation that you feel could use improvement or clarification, submitting our Knowledge Base Feedback Form is the best way to ensure that we immediately address the issue.

Our new methodology has proven to be successful and we will continue to incorporate your feedback and suggestions into our web content management product documentation. Since beginning with our new process only a few months ago, we've already resolved over 100 new documentation issues. We look forward to continuing to improve the content of our Knowledge Base, and remember, if you have suggestions or feedback, let us know!

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