Process documentation and work instructions

Context

NBN Co was established in 2009 to design, build and operate Australia’s wholesale broadband access network.

I was part of NBN’s Hybrid Fibre Coaxial (HFC) Network Operations team, working with process analysts to support a large capability project across various Network teams.

Opportunity

I was asked to unofficially lead a team of technical writers working on a large documentation project creating process docs and work instructions. When we started as a group, there were no existing documents or knowledge to support process maps. Over a span of 18 months, we built a knowledge base of over 150 individual documents, supporting process maps and decisions across Change, Performance, Network and Service Incidents.

After initially creating these documents in MS Word, I led a documentation project to convert these documents to an online format, using Atlassian Confluence, which led to an instant uptake in usage and accessibility.

Contribution

Over the course of 2 years, I worked on:

Planning, designing and writing process documentation and work instructions for multiple teams.
Leading technical writing efforts across multiple network operation teams.
Assisting project management of the content overhaul project from Word to Confluence.
Designing documentation mockups, and setting up user research and testing.

Impact

Multiple network operation teams benefitted from having clear, consistent and easily accessible documentation (200+ process tasks) to support operational activities.
Set up style guides, documentation processes and standards across multiple technical writing teams.