When it comes to owning product documentation meant for users – such as help articles, knowledge base content, how-to guides, FAQs, and product videos – the responsibility typically falls within the realm of the product team. Specifically, this responsibility often lies with the Product Manager or a designated Product Documentation Specialist.
Here's why:
Deep Understanding: The product team has an in-depth understanding of the product's features, functionalities, and user personas. This knowledge is crucial for creating accurate and effective user documentation.
Consistency: By centralizing ownership within the product team, you ensure a consistent and cohesive voice across all user-facing documentation. This consistency enhances the user experience and reinforces the brand.
User-Centric Approach: Product teams are driven by user needs and requirements. They can tailor documentation to address user pain points and provide solutions in a way that aligns with the product's value proposition.
Agile Iteration: As the product evolves, documentation needs to be updated accordingly. The product team is well-positioned to stay abreast of changes and iterate on documentation in tandem with product development.
Cross-Functional Collaboration: While the product team owns documentation, collaboration with other teams is crucial. Marketing, customer support, and design teams can provide valuable input, but the product team ensures that the documentation aligns with the product's vision and features.
User Empowerment: Product teams are vested in ensuring users derive maximum value from the product. Well-crafted documentation empowers users to effectively use the product, thus contributing to user satisfaction and retention.
That said, effective collaboration between the product team and other relevant departments, such as marketing and customer support, is essential. While the product team owns the content creation and accuracy, input from these teams ensures a holistic and well-rounded approach to user documentation.
Remember, the goal is to provide users with clear, concise, and easily accessible information that enhances their experience with the product. Ownership by the product team helps ensure that this goal is met effectively.
