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Expert Success Center

August 2025 Meetups

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Coffee Hour - Building Smart Tech Writing Workflows with AI, Coffee Hour -Smarter Content Insights with Analytics API

Coffee Hour - Building Smarter Tech Writing Workflows with AI

Highlights Summary for this customer meetup:

Icebreaker & Workflow Realities

  • Contributors described their tech writing workflows with words like “solo,” “disciplined,” “experimental,” and “discerning.”
  • Jessica Betterly (Sylogist) shared that many tech writers operate as “armies of one,” handling both writing and product understanding independently.
  • Birgitta Hendron (Experity) emphasized the human value of tech writers in discerning context and synthesizing disparate information sources.

Workflow Challenges

  • Kristin Tews (Experity) highlighted friction in wrangling disparate information sources and the time-consuming nature of vetting them.
  • Emily Reed (Aptia) noted the difficulty of keeping content current amid rapid changes and reduced staffing.
  • Kiersten Goes (Freedom Mobile) discussed the challenge of tracking fast-changing sales-related content and the need for standardized content blocks.
  • Brit Van Blake (Expert) shared her manual process of using content aging reports and Excel formulas to prioritize documentation reviews.

Best Practices for Content Review

  • Kristin Tews (Experity) and Katherine Wedgewood (Liaison) use release cycles and Smartsheet forms to manage updates and feedback efficiently.
  • Matt Adlai-Gail (Model N) described using a JIRA mail handler to automatically convert feedback emails into trackable tickets.
  • Kiersten Goes (Freedom Mobile) detailed a structured process using JIRA, SharePoint, and weekly team huddles to manage documentation updates and prioritize tasks.

AI in Tech Writing Workflows

  • Todor Vlad (Nelnet) uses AI to generate first drafts from product demos and to rethink content architecture for LMS vs. knowledge base.
  • Frank Tagader (Sylogist) leverages AI in his LMS to create outlines for training materials.
  • Kristin Tews (Experity) uses AI prompts to auto-generate release notes from JIRA tickets.
  • Matt Adlai-Gail (Model N) is exploring AI for automating QA tasks and creating customer-specific release notes using MCP endpoints.
  • Paula Martin (Netsmart) uses Copilot with structured prompts to draft content while preserving technical accuracy and formatting.
  • Brit Van Blake (Expert) uses AI to generate better search tags and is exploring AI for identifying reusable content blocks.

Security & Adoption

  • Concerns about data privacy were addressed by Paula Martin (Netsmart) who clarified that their use of Copilot is secured within their enterprise environment.

Creative AI Applications

  • AI is being used not just for drafting, but also for:
    • Improving content discoverability through smarter tagging.
    • Supporting stakeholder communication with AI-generated scripts and outlines.
    • Analyzing user behavior and feedback to optimize content.

Coffee Hour - Smarter Content Insights with Expert Analytics API

Highlights Summary for this Customer Meetup: 

Jackie Pines, Product Manager at Expert, led the core discussion on the Analytics API, offering a comprehensive walkthrough of its capabilities:

  • What It Is: A way to access Expert site analytics outside the platform.

  • Use Cases:

    • Combine Expert data with other sources (e.g., support tickets, NPS scores).

    • Build custom visualizations and dashboards.

    • Gain granular insights not available in standard reports.

Jackie demonstrated how to:

  • Access endpoints like Page Views, Page View Sessions, and Traffic Insights.

  • Use columns like previous_page_path, next_page_path, and last_page_edit_datetime for user journey mapping and content freshness tracking.

  • Download CSVs for analysis or connect directly to data pipelines.

💡 Real-World Examples & Use Cases

Several attendees shared practical applications and enhancement requests:

  • Matt Adlai-Gail (Model N) asked for clarification on useful columns in the Page Views API.

  • Ardan Sharp (Liaison) inquired about search analytics and was guided to alternative reports.

  • Jessica Betterly (Sylogist) and Marc Noble(Waters) discussed the need for:

    • Custom classifications for filtering by product line.

    • Visibility into draft content and contributor history.

  • Adam Allen (NetSmart) emphasized:

    • Tracking user journeys  to identify ineffective landing pages.

    • Recognizing contributors beyond the final publisher.

  • Hayley Brown (FIS Global) raised a licensing use case: identifying inactive pro members to optimize seat usage.

  • Kelle McConnell (Netsmart) and Monika Funke (FIS Global) added insights on managing contribution data and API token access.

📈 Visualization & Learning Resources

Jackie showcased two examples:

  1. A Power BI dashboard built with Gemini assistance to visualize page engagement and edit history.

  2. A user journey navigator created by a sales engineer to track site navigation patterns and bounce behavior.

RESOURCES:

 

 

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