Like many technology-support units, UBC's Learning Technology Hub was inundated with support requests early in the pandemic. Part of our strategy in meeting the increased demand was to create tool guides for our public-facing websites. We quickly realized that the guides were creating an important self-service point for instructors and students, which they could access at any time. But we also saw how instances of poor documentation could lead to more questions than answers! In the following months and years, we have worked to refine our approach to documentation, ensuring that what we write online is as strong as the one-on-one support we offer in the Hub.  
Join us for this interactive presentation to hear how we have scaled up our public-facing documentation, with supporting standards, processes, training approaches, and maintenance schedules. Bring your questions and challenges too, as we will leave ample room for discussion after we share our lessons learned. We hope you will come away with ideas for creating, improving, or scaling up your own documentation practice in a way that will resonate with your users.

Speakers