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.
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