In April of this year we started tracking the number of user guide downloads from our website. Using Google Analytics, we then filter the information by date range and/or product, depending on our reporting needs. I should point out that in addition to user guides, a ‘download’ could be a tutorial, quick reference sheet or video. Any type of help content we create and post on the User Guide pages can be included in the download count.
So how many downloads you ask? From April 28 to June 30 we had 22,862 downloads from our User Guide pages. That sounds reasonable to me. In fact, it sounds like a lot of traffic pulling down information from our User Guides pages, but we really don’t have any recent, reliable data to compare it to. I think we’ll just have to keep our eye on those numbers over the next few months before we begin to evaluate and gauge overall usage.
Survey Numbers
We received 182 responses to our Documentation survey last quarter, once again setting a new record in total responses. Last year at this time we were averaging between 50 and 75 responses each quarter. We thought the number would go up a little when we added the survey link to our AES help files, but we’ve seen a substantial increase. This is the third consecutive quarter that we’ve received over 100 responses. And even though it requires more time reviewing those responses, it’s a great trend, and one we would like to continue.
Before I forget, the 2nd quarter winner for 2009 is Kim Abel of the Desert Botanical Garden. Congratulations Kim.
To be entered in our 2009 third quarter drawing, complete our online survey. It takes only a few minutes. To send us feedback about our user guides or help file documentation at any time, email documentationcomments@blackbaud.com.
Name? Steve S.
How long have you been at Blackbaud? Going
on 4 years
What technology from the past do you wish would make a comeback? The flux capacitor... I could always use a little more time in
the day!
Favorite part of technical communication? Working
with multiple products, learning about new technology, and the adrenaline rush
and creative high that accompanies routine deadline doom.
Products you Work On? The Raiser's Edge, Blackbaud Enterprise CRM, and Blackbaud
Payment Service
Other projects you Work On? PCI Compliance, usability,
consistency, and localization. I also cartoon for the company employee
newsletter, The Buzz.
How did you get into technical writing? My career as an indie comic book creator, while fun, didn't
really pay the bills... Luckily, I was able to apply my talents as a technical
illustrator and then technical writer.
What's changed about Blackbaud since you've been here? The CEO and the ever-growing headcount.
What hasn't changed? The onsite fitness center remains the best perk I never use.
What's one unique thing about you? When
not working to meet deadlines at Blackbaud, I work to meet deadlines as the
staff cartoonist for the local alternative weekly newspaper.
Anything else? Nope.