In addition to the countless amounts of customer-facing documentation that I have produced over the years, I have also built exclusive internal documentation that was housed in a Confluence-hosted help center called The Databank.
The purpose of The Databank was to serve as an internal training hub for our company’s resident learning management system, Journey. This is where CSMs, CSRs, AMs, RSMs, SDRs, and every other acronymed position you could think of would find backdoor support and internal processes for managing Journey.
The Databank stuck to a similar formula as our customer-facing help center(s) with easy-to-digest documentation, graphics, tutorials, and videos when appropriate. It also housed a blog and catalog for our Ingenuity@Work webinar, which covered Journey-related topics from an employee perspective. The Training & Solutions team was small but mighty.
In total, The Databank contained more than 50 training articles for employees and was heavily utilized during the golden era of the Journey platform. Here is a sample piece of documentation that I authored titled Create New Import Mapping:
ets-import-mapping-sampleAnd, just for fun, here’s a sweet little video I produced to promote the internal release of The Databank. This was exclusively viewable for employees only and was never screened for customers: