In 2017, I planned, developed, and implemented a new system for support documentation.

The support documentation for platforms used by ISUComm instructors and students is housed on a multisite system called ISUComm support.

Previously, support documentation was housed on each platform, with the exception of support for ISUComm Courses, a Moodle platform. We had hundreds of support articles written about ISUComm courses written by a variety of support staff over a period of many years. Much of the documentation that was available was out of date and difficult to maintain. Additionally, the interface for finding useful documentation required users to look through a web of tags and categories that had been developed in an unreliable, ad hoc fashion.

To address these concerns, I analyzed the workflow of the ISUComm online learning team and developed a single source system to centralize and maintain documentation in a way that ensured organized documentation for users and reduced redundancies. The system uses a WordPress network and an ‘include-code’ plugin to allow content written in a central repository to be displayed on separate support sites. Doing so allowed us to create dedicated support sites that were both platform and user-type specific while re-using documentation where appropriate.