Have you taken a look at our help center?

Our goal as technical writers is to make it easier for you to find the answers to your questions.

A bit about me

My name’s Jake and I’m a technical writer here at dotmailer.

Three months ago I joined what is now known as the ‘Technical Writing team’. You probably already know Neal, our senior technical writer, as he’s written most of the content in both the knowledge base and the developer hub so far!

My background is in languages. Although I’ve always been a writer and love to write, I decided that I wanted to learn a language other than English. I studied Applied Languages at Portsmouth University where I learned French and Spanish (and some Arabic). Since leaving University, I’ve used my knowledge of languages and the translation process to write for international audiences and make my writing easier to translate.

What do technical writers do?

Our goal as technical writers is to make it easier for you to find the answers to your questions. Let’s face it, you don’t want to be spending all your time looking for answers…

Essentially, we’re the gatherers of knowledge. We take the technical and make it accessible. We gather knowledge about new features and tasks that you might want to do, and we store all of this knowledge on our help center.

But we don’t just work alone in a cold, empty room; we work closely with a variety of teams at dotmailer, including our Support team who let us know which topics our users need help with and the reasons why.

Here’s a recent example of how we worked together with Support to improve the knowledge base:

We discovered that some users were asking how to send unique links to their contacts so that those contacts could download a PDF that was unique to them.

We decided that this information should be in an article on our help center. So, we made the topic more general (because you might want the link to go to an image or an Excel spreadsheet), then we added it to the knowledge base.

What’s in the help center?

1. Knowledge base

Our knowledge base is a full of living, breathing articles; we review them, update them and create new ones all the time.  If anyone ever thinks that platform users – like you – could benefit from some extra information, we put it in there. It’s a real oasis where you can find anything and everything about dotmailer. And, if you don’t find what you’re looking for, you can reach out to Support who will help with your particular question and let us know about it so that it’s in the knowledge base for next time!

2. Community

Our community section is a forum where you can ask questions or submit feature requests. Our friendly teams are on hand to answer any questions and check your feature requests.

3. Training videos

Our training videos are a great resource for those who are visual or audio learners. Our Training team has put together a collection of videos that aims to show you around the platform and give you a comprehensive idea of what you can accomplish.

4. Status

Our status section of the help center shows you the status of our system in each region. This section also lets you know when any scheduled or unscheduled updates have either occurred or are occurring.

In the top-right of this section, you can subscribe to email and SMS notifications so you’re always up to date with the latest status information.

5. Developer

Our developer hub is the knowledge base for developers. The developer hub describes how to use our API, including the following information:

  • Setup instructions
  • Endpoint descriptions for our REST and SOAP APIs
  • Error responses

 

Now you know a bit more about what we do and why we do it, why not take a look at our help center? You never know what you might find!

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