Technical Writing workflows

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Maintained by:

On this page

• Documentation for a product change
  • Developer responsibilities
    • Authoring
    • Reviews and merging
  • Product Manager responsibilities
  • Technical Writer responsibilities
    • Planning
    • Collaboration
    • Review
  • Documentation requirements
  • Including documentation with code
    • Downsides of separate documentation MRs
    • Benefits of always including documentation with code
    • Documentation with code as a workflow
• UI text
  • Planning and authoring
  • MR Reviews
• Release posts
• Monthly documentation releases
• Hackathons
  • Create issues for a Hackathon
  • Assign an issue to a community contributor
  • Review Hackathon merge requests
• Disqus
  • View or make a comment
  • Respond to a comment
• Labels
  • Usage
  • Documentation-specific type labels
  • Workflow labels

Technical Writing team workflows work in conjunction with the:

• Product development flow.
• Product designer workflow.
• Engineering workflow.

The process for creating and maintaining GitLab product documentation depends on whether the documentation is:

• A new feature or feature enhancement: Delivered for a specific milestone and associated with specific code changes. This documentation has the highest priority.

• Changes outside a specific milestone: Usually not associated with a specific code change, is of lower priority, and is open to all GitLab contributors.

Documentation is required for a milestone when:

• A new or enhanced feature is shipped that impacts the user or administrator experience.
• There are changes to the user interface or API.
• A process, workflow, or previously documented feature is changed.
• A feature is deprecated or removed.

Note: Documentation refactoring unrelated to a feature change is covered by the process for changes not related to a specific milestone, which allows for time-sensitive documentation updates to be prioritized.

Documentation isn't typically required when a backend feature is added or changed.

Documentation for a product change

Documentation is required for any new or changed feature, and is:

• Created or updated as part of feature development, and is almost always in the same merge request as the feature code. Including documentation in the same merge request as the code eliminates the possibility that code and documentation get out-of-sync.
• Required with the delivery of a feature for a specific milestone as part of the GitLab definition of done.
• Often linked from the release post.

Developer responsibilities

Developers are the primary authors of documentation for a feature or feature enhancement. They are responsible for:

• Developing initial content required for a feature.
• Liaising with their Product Manager to understand what documentation must be delivered, and when.
• Requesting technical reviews from other developers within their group.
• Requesting documentation reviews from the Technical Writer assigned to the DevOps stage group that is delivering the new feature or feature enhancements.

The first merge request where a feature can be tested should include the documentation, even if the feature is behind a feature flag.

The author of this MR, either a frontend or backend developer, should write the documentation.

Note: Community Contributors can ask for additional help from GitLab team members.

Authoring

Because the documentation is an essential part of the product, if a ~"type::feature" issue also contains the ~documentation label, you must ship the new or updated documentation with the code of the feature.

Technical Writers are happy to help, as requested and planned on an issue-by-issue basis.

For feature issues requiring documentation, follow the process below unless otherwise agreed with the Product Manager and Technical Writer for a given issue:

• Include any new and edited documentation, either in:
  • The merge request introducing the code.
  • A separate merge request raised around the same time.

• Use the documentation requirements developed by the Product Manager in the issue and discuss any further documentation plans or ideas as needed.

  If the new or changed documentation requires extensive collaboration or conversation, a separate, linked issue can be used for the planning process.

• Use the Documentation guidelines, and other resources linked from there, including:
  • Documentation Structure and template page.
  • Style Guide.
  • Markdown Guide.
• Contact the Technical Writer for the relevant DevOps stage in your issue or merge request, or within #docs on GitLab Slack, if you:
  • Need any help to choose the correct place for documentation.
  • Want to discuss a documentation idea or outline.
  • Want to request any other help.
• If you are working on documentation in a separate merge request, ensure the documentation is merged as close as possible to the code merge.
• If the feature has a feature flag, follow the policy for documenting feature-flagged issues.

Reviews and merging

Before merging, documentation changes committed by the developer must be reviewed by:

• The code reviewer for the merge request. This is known as a technical review.
• Optionally, others involved in the work such as other developers or the Product Manager.
• The Technical Writer for the DevOps stage group, except in exceptional circumstances where a post-merge review can be requested.
• A maintainer of the project.

Product Manager responsibilities

Product Managers are responsible for the documentation requirements for a feature or feature enhancement. They can also:

• Connect with the Technical Writer for discussion and collaboration.
• Review documentation themselves.

For issues requiring any new or updated documentation, the Product Manager must:

• Add the ~documentation label.
• Confirm or add the documentation requirements.
• Ensure the issue contains:
  • Any new or updated feature name.
  • Overview, description, and use cases when applicable (as required by the documentation structure and template.

Everyone is encouraged to draft the documentation requirements in the issue. However, a Product Manager will:

• When the issue is assigned a release milestone, review and update the Documentation details.
• By the kickoff, finalize the documentation details.

Technical Writer responsibilities

Technical Writers are responsible for:

• Participating in issue discussions and reviewing MRs for the upcoming milestone.
• Reviewing documentation requirements in issues when called upon.
• Answering questions, and helping and providing advice throughout the authoring and editing process.
• Reviewing all significant new and updated documentation content, whether before merge or after it is merged, in accordance with review principles.
• Assisting the developer and Product Manager with feature documentation delivery.
• Ensuring that issues and MRs are labeled appropriately, and that doc content:
  • Has the correct metadata.
  • Has an entry in the repo's CODEOWNERS file, if one exists (typically CODEOWNERS in gitlab-org/gitlab repo). The entry can be a path if all its files are owned by the same group; otherwise include references to individual files.

Planning

The Technical Writer:

• Reviews their group's ~"type::feature" issues that are part of the next milestone to get a sense of the scope of content likely to be authored.
• Recommends the ~documentation label on issues from that list which don't have it but should, or inquires with the PM to determine if documentation is truly required.
• For ~direction issues from that list, reads the full issue and reviews its Documentation requirements section. Addresses any recommendations or questions with the PMs and others collaborating on the issue in order to refine or expand the Documentation requirements.
• Updates the Technical Writing milestone plan. Example, created from the issue template.
  • Add a link to the board or filter that shows the planned documentation and UI text work for the upcoming milestone.
  • Confirm that the group PM or EM is aware of the planned work.

Collaboration

By default, the developer will work on documentation changes independently, but the developer, Product Manager, or Technical Writer can propose a broader collaboration for any given issue.

Additionally, Technical Writers are available for questions at any time.

Review

Technical Writers:

• Provide non-blocking reviews of all documentation changes, before or after the change is merged. Identified issues that would block or slow a change's release are to be handled in linked, follow-on MRs.
• Follow technical writing review principles.

Documentation requirements

Feature documentation requirements should be included as part of the issue for planning that feature in the Documentation section within the issue description. Issues created using the Feature Proposal template have this section by default.

Anyone can add these details, but the Product Manager who assigns the issue to a specific release milestone will ensure these details are present and finalized by the time of that milestone's kickoff.

Developers, Technical Writers, and others may help further refine this plan at any time on request.

The following details should be included:

• What concepts and procedures should the documentation guide and enable the user to understand or accomplish?
• To this end, what new page(s) are needed, if any? What pages or subsections need updates? Consider changes and additions to user, admin, and API documentation.
• For any guide or instruction set, should it help address a single use case, or be flexible to address a certain range of use cases?
• Do we need to update a previously recommended workflow? Should we link the new feature from various relevant locations? Consider all ways documentation should be affected.
• Are there any key terms or task descriptions that should be included so that the documentation is found in relevant searches?
• Include suggested titles of any pages or subsection headings, if applicable.
• List any documentation that should be cross-linked, if applicable.

Including documentation with code

Currently, the Technical Writing team strongly encourages including documentation in the same merge request as the code that it relates to, but this isn't strictly mandatory. It's still common for documentation to be added in an MR separate from the feature MR.

Engineering teams may elect to adopt a workflow where it is mandatory that documentation is included in the code MR, as part of their definition of done. When a team adopts this workflow, that team's engineers must include their documentation in the same MR as their feature code, at all times.

Downsides of separate documentation MRs

A workflow that has documentation separated into its own MR has many downsides.

If the documentation merges before the feature:

• GitLab.com users might try to use the feature before it's released, driving support tickets.
• If the feature is delayed, the documentation might not be pulled/reverted in time and could be accidentally included in the self-managed package for that release.

If the documentation merges after the feature:

• The feature might be included in the self-managed package, but without any documentation if the documentation MR misses the cutoff.
• A feature might show up in the GitLab.com user interface before any documentation exists for it. Users surprised by this feature will search for documentation and won't find it, possibly driving support tickets.

Having two separate MRs means:

• Two different people might be responsible for merging one feature, which isn't workable with an asynchronous work style. The feature might merge while the Technical Writer is asleep, creating a potentially lengthy delay between the two merges.
• If the documentation MR is assigned to the same maintainer as responsible for the feature code MR, they will have to review and juggle two MRs instead of dealing with just one.

Documentation quality might be lower, because:

• Having documentation in a separate MR will mean far fewer people will see and verify them, increasing the likelihood that issues will be missed.
• In a split workflow, engineers might only create the documentation MR after the feature MR is ready, or almost ready. This gives the Technical Writer little time to learn about the feature in order to do a good review. It also increases pressure on them to review and merge faster than desired, letting problems slip in due to haste.

Benefits of always including documentation with code

Including documentation with code (and doing it early in the development process) has many benefits:

• There are no timing issues connected to releases:
  • If a feature slips to the next release, the documentation slips too.
  • If the feature just makes it into a release, the documentation just make it in too.
  • If a feature makes it to GitLab.com early, the documentation will be ready for our early adopters.
• Only a single person will be responsible for merging the feature (the code maintainer).
• The Technical Writer will have more time to gain an understanding of the feature and will be better able to verify the content of the documentation in the Review App or GDK. They will also be able to offer advice for improving the user interface text or offer additional use cases.
• The documentation will have increased visibility:
  • Everyone involved in the merge request can review the documentation. This could include product managers, multiple engineers with deep domain knowledge, the code reviewers, and the maintainer. They will be more likely to catch issues with examples, and background or concepts that the Technical Writer may not be aware of.
  • Increasing visibility of the documentation also has the side effect of improving other engineers' documentation. By reviewing each other's MRs, each engineer's own documentation skills will improve.
• Thinking about the documentation early can help engineers generate better examples, as they will need to think about what examples a user will want, and will need to ensure the code they write implements that example properly.

Documentation with code as a workflow

To have documentation included with code as a mandatory workflow, some changes might need to happen to a team's current workflow:

• The engineers must strive to include the documentation early in the development process, to give ample time for review, not just from the Technical Writer, but also the code reviewer and maintainer.
• Reviewers and maintainers must also review the documentation during code reviews, to ensure the described processes match the expected use of the feature, and that examples are correct. They don't need to worry about style, grammar, and so on.
• The Technical Writer must be assigned the MR directly and not only pinged. Thanks to the ability to have multiple assignees for any MR, this can be done at any time, but must be before the code maintainer review. It's common to have both the documentation and code reviews happening at the same time, with the author, reviewer and Technical Writer discussing the documentation together.
• When the documentation is ready, the Technical Writer will click Approve and usually will no longer be involved in the MR. If the feature changes during code review and the documentation is updated, the Technical Writer must be reassigned the MR to verify the update.
• Maintainers are allowed to merge features with the documentation as-is, even if the Technical Writer hasn't given final approval yet. The documentation reviews must not be blockers. Therefore it's important to get the documentation included and assigned to the Technical Writers early. If the feature is merged before final documentation approval, the maintainer must create a post-merge follow-up issue, and assign it to both the engineer and Technical Writer.

Maintainers are allowed to merge features with the documentation as-is, even if the Technical Writer hasn't given final approval yet but the merge request has all other required approvals.

You can visualize the parallel workflow for code and documentation reviews as:

For complex features split over multiple merge requests:

• If a merge request is implementing components for a future feature, but the components aren't accessible to users yet, then no documentation should be included.
• If a merge request will expose a feature to users in any way, such as an enabled user interface element, an API endpoint, or anything similar, then that MR must have documentation. Note that this may mean multiple documentation additions could happen in the buildup to the implementation of a single large feature, for example API documentation and feature usage documentation.
• If it's unclear which engineer should add the feature documentation into their MR, the engineering manager should decide during planning, and tie the documentation to the last MR that must be merged before a feature is considered released. This is often, but not always, a frontend MR.

UI text

Planning and authoring

A Product Designer should consult with the Technical Writer for their stage group when planning to add or change substantial text within the UI, such as a phrase of explanatory microcopy or a link to documentation.

The Technical Writer can offer an initial review of any ideas, plans, or actual text, and can be asked to draft text when provided with information on the context and goals of the text. Context may include detail on the scenarios in which the text would appear (for example, to all users viewing the feature or only under certain conditions), and the information to convey, which typically answers one or more of the questions:

• What does this do?
• How do I use it?
• Why should I care?

MR Reviews

Once the merge request is created, all changes and additions to text in the UI must be reviewed by the Technical Writer in accordance with review principles.

These may include: labels (buttons, menus, column headers, UI sections) or any phrases that may be displayed within the UI, such as user-assistance microcopy or error messages.

Additional information about composing and reviewing UI text:

• "Copy That: Helping your Users Succeed with Effective Product Copy", a talk by Sarah Day.

Release posts

The Technical Writer for each stage group is a reviewer of their group's feature blocks (also known as release post items) authored by the Product Manager.

For each release, a single Technical Writer is also assigned as the Technical Writing Lead to perform the Structural Check and other duties.

Monthly documentation releases

When a new GitLab version is released, the Technical Writing team releases version-specific published documentation.

Hackathons

The Technical Writing team actively participates in GitLab Hackathons.

Create issues for a Hackathon

We often create documentation issues for a Hackathon. These issues are typically based on results found when you run Vale against the documentation.

1. Run Vale against the full docset. Go to the GitLab repo and run: find doc -name '*.md' | sort | xargs vale --minAlertLevel suggestion --output line > ../results.txt

2. Create issues in bulk by using the Issues API with the labels Seeking community contributions, good for new contributors, Technical Writing, and documentation.

In the issue, tell the user to mention @gl-docsteam to have the issue assigned to them before beginning work.

Assign an issue to a community contributor

To assign an issue to a community contributor:

1. Remove the Seeking community contributions label.
2. Assign the user by typing /assign @username in a comment, where @username is the contributor's handle.
3. Mention the user in a comment, telling them the issue is now assigned to them.

Try to limit each contributor to no more than three issues at a time. You can assign another issue as soon as they've opened an MR for one of the issues they're already assigned.

Review Hackathon merge requests

When a community contributor opens a Hackathon merge request:

1. View the related issue. Ensure the user who authored the MR is the same user who asked to be assigned to the issue.
   • If the user is not listed in the issue, and another user has asked to work on the issue, do not merge the MR. Ask the MR author to find an issue that has not already been assigned or point them to this page.
2. Work to merge the merge request.
3. When you merge, ensure you close the related issue.

Disqus

The Technical Writing team monitors and responds to comments posted on docs.gitlab.com. For example, this comment and response addresses a question from a community member about GitLab Pages.

We use a Disqus integration for commenting and discussion on most pages on docs.gitlab.com. Disqus is also used as a commenting tool on blog posts on about.gitlab.com. There is an open issue discussing alternatives to Disqus.

We disable the Disqus integration on index and landing pages that contain lists of links. For example, Contributor and Development Docs has the comments attribute set to false.

We use a Zapier integration to feed comments made on documentation pages into the #docs-comments Slack channel. The #community-relations group is the tech stack owner of both Disqus and Zapier.

The volume of comments is low at around one or two per month.

Technical writers are responsible for checking the #docs-comments Slack channel regularly, and responding or routing comments to the Technical Writer assigned to the group, based on the page metadata.

View or make a comment

1. Go to a page on docs.gitlab.com. Make sure it is not an index or landing page.
2. Scroll down to Help & feedback, and select Show and post comments.

Respond to a comment

1. In the #docs-comments Slack channel, review and triage the comment.
2. Apply the green check mark emoticon to the comment in Slack to let other Technical Writers know that you have reviewed and triaged the comment.
3. Take action, tailored to the type feedback:
   • For actionable documentation fixes such as typos or rewording for clarity, open an MR. Respond to the commenter once the MR is merged, and confirm the action taken.
   • For questions or feedback on the product, respond to the commenter if you know the answer. Ask for help from the group Product Manager (PM) or Engineering Manager (EM) if you don’t know the answer. You, or the group PM or EM can respond to the commenter. For more complex questions or feedback, open an issue or MR, and link to it in the response.
4. Apply the ~docs-comments label to MRs or issues that you create in response to comments.

Labels

When working with issues or merge requests, the Technical Writing team uses labels to describe those issues' and merge requests' attributes (including the types of work being done).

The information about labels as described in this section supplements the contents of the Issues workflow page. To view a usage description of each of the labels in this section, see Labels in the GitLab interface.

Usage

Any issue or merge request for which a Technical Writer provides a measurable amount of work on (including content creation and reviews) must include the Technical Writing label.

After adding the Technical Writing label, we want to classify the type of effort we're contributing to the issue or merge request by adding an additional label from the following list:

• documentation- Use this label if files in the /doc directory were added, changed, or removed.
• UI text - If an issue has this label:
  • If the issue describes a new feature, add the non-SUS label and the feature::addition label.
  • If the issue is for an existing feature or has the feature::enhancement label, add a severity label (it should already have the SUS label applied).
• global nav item
• release post item
• tw-style
• tw-testing
• development guidelines - See the Developer documentation for information about updating pages in the /developer directory.
• docs-technical-debt
• handbook
• Technical Writing Leadership

Depending on the issue or merge request, you may include one or more of the preceding labels with the issue or merge request, depending on its contents. There may be occasions when none of the preceding labels apply to the issue or merge request; in that case, having only the Technical Writing label is enough.

Documentation-specific type labels

If an issue/merge request has both the Technical Writing and documentation labels, Technical Writers should add one of the following scoped labels to the issue/merge request on which they work:

• docs::feature
• docs::fix
• docs::improvement
• docs::non-content

Workflow labels

To better communicate work status, the Technical Writers use the following labels to describe issues' statuses:

• tw::doing
• tw::finished

Note that these are team workflow labels. The Technical Writer who is doing writing work will usually be the person adding the tw::doing label, and the Technical Writer doing the review will usually be changing it to the tw::finished label (although external content submissions could have the same Technical Writer using both the tw::doing and tw::finished labels as part of their content review).

The labels are used as follows:

1. An issue or MR is marked with the Technical Writing label, as usual.
2. When a Technical Writer starts working on the issue/MR, they add the tw::doing label. In this case, work is everything that's required to finish the content, from creation through review. If a writer involved in the process stops working on the unfinished issue/MR, they remove the tw::doing label (at least at the point of one work week of inactivity). Whenever work is restarted, the tw::doing label is restored.
3. When work is complete on the issue/MR, a Technical Writer (normally the reviewer) adds the tw::finished label.
4. The issue/MR makes its way to Closed or Merged in the usual manner.

Note that the tw::finished label is for indicating when a Technical Writer is done with an issue/MR for which we're not doing the merge or closing the issue. If the Technical Writing team is doing the merging/closing, the issue/MR status overrides the scoped tw label status, and there's no need to use the tw::finished label.

If a Technical Writer is presented with an open issue or MR with a tw::finished label that has more work required for it, the writer should re-add the tw::doing scoped label to the issue/MR, and then continue with the normal workflow process.