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In our previous post, we examined whether your customers can find your information. This second group of survey questions focuses on the next step: is the answer you got correct, up-to-date and understandable – in short, “Can your customer use your information”? The questions are divided into the following categories: correct and up-to-date, understandable and useful.

In this first part we look for an answer to the first of the three groups of questions, the most important group. In short: “Is it there?”, with the subcategories: available / accessible / targeted.

A good information architecture is essential to manage your documentation properly. However, that alone is not enough when managing large amounts of documentation in an international context. In that case, you would be better managing your documentation in a Component Content Management System (CCMS).

Nowadays, information should be made available quickly and consistently on all kinds of platforms. As a result, it has in many cases become an absolute must not only to write your documentation in a structured way, but also to manage it properly behind the scenes using a CCMS. CCMSes can tell you which pieces of documentation have already been translated and exactly which version of a topic you used for a certain release. Intrigued yet?