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April 15, 2011 by annegentle

Learn about Leveraging the Social Web for Customer Support

The webinar and interview we recorded last week thanks to MindTouch is now available for your listening and viewing pleasure. I had a blast talking to Scott. I thought we might argue a bit on some of the points, but we were in much vehement agreement that day! It’s just over an hour long. video […]

November 23, 2010 by annegentle

OpenStack Doc Sprinting

What a week! I’m recovered and finally able to reflect on our recent OpenStack Design Summit. As you may have seen on the OpenStack Blog, we gave out three documentation awards to those who made a difference in the latest OpenStack release, Austin, by contributing documentation either on Etherpad or by submitting images or writing […]

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I’ve been thinking a lot about developer support at Cisco recently, especially for the way the world works today with multiple cloud providers. This post is a re-publish of my talk from over five years ago, but the techniques and tools for listening and helping others are still true today. At Rackspace, we watched several […]

Cisco DevNet is our developer program for outreach, education, and tools for developers at Cisco. From the beginning, the team has had a vision for how to run a developer program. Customers are first, and the team implements what Cisco customers need for automation, configuration, and deployment of our various offerings. Plus, the DevNet team […]

I had a great talk with Ellis Pratt of Cherryleaf Technical Writing consulting last week. Here are the show notes, full of links to all the topics we covered. Podcasts are great fun to listen to and participate in, if a bit nerve-wracking to think on your feet and make sure you answer questions succinctly […]

At the beginning of this year, I worked hard to summarize my thoughts on API documentation, continuous publishing, and technical accuracy for developer documentation. The result is an article on InfoQ.com, edited by Deepak Nadig, who also was forward-thinking in having me speak to a few teams at Intuit about API documentation coupled with code. Always […]