Measuring What Matters: Proving the ROI of Documentation
- Presentation
- Software Documentation
-
Funke Olasupo
- Rocket.Chat
Contents
Documentation teams are still reporting activity metrics (page views, article counts, and time-on-page) while stakeholders are asking a different question: what impact does this have on the business?
This creates a persistent gap where documentation that improves onboarding, reduces support load, and drives product adoption is undervalued in strategic decisions. As a result, documentation teams may be improving user outcomes, yet still struggle to justify budget, influence priorities, or secure leadership buy-in.
This session introduces a practical framework for connecting documentation work to measurable business outcomes. Instead of measuring content in isolation, we map its influence across user journeys and translate it into signals that reflect real-world impact.
Drawing from experience implementing similar approaches at Rocket.Chat, you’ll learn how to identify where documentation is driving value, where it is underperforming, and how to communicate that impact in a way that influences product, support, and leadership decisions.
Takeaways
- A framework for linking documentation output to measurable business outcomes.
- How to shift from activity metrics to impact metrics
- Techniques for communicating ROI in language that resonates with leadership teams
Prior knowledge
The session is suitable for technical writers, content designers, developer advocates, and documentation leads who are responsible for evaluating or improving documentation effectiveness within their organisation. Participants should have a basic understanding of technical communication or documentation practices in a product or software environment