Hi there. I’m Laurence Simon, one of the technical writers here at cPanel.
Once upon a time, I was like you. I was a technical support representative, in a large hosting environment, who provided support for resellers of cPanel software.
While supporting the customers, I would frequently refer them to the cPanel documentation, but every so often there would be an ambiguity or issue, or something that it just didn’t cover adequately.
For the longest time, I wanted to do something about it, so I packed up my Torani syrups and joined the cPanel Documentation Team last year.
I joined because I respect their philosophy of providing better service to the customers through better documentation, offering as much transparency as possible, and working with a team that has high standards and expectations.
Good documentation reduces frustration for the customer, gets them up and running faster, and reduces support costs. It also educates and empowers the customer so they can focus on running their business, not running their server.
So, how do you create good documentation?