TECHNICAL WRITING
Rakuten Advertising provides performance-driven marketing solutions that enable leading brands to connect with highly engaged audiences, from awareness to activation.
Rakuten Help Center Audit and Reorganization
In 2023, Rakuten launched a New Publisher Dashboard (Beta) and Help Center, requiring the update and transfer of over 300 Legacy Help Center articles. Each article was evaluated for accuracy and relevance, making it a significant task that spanned most of the year while also managing the Legacy and Advertiser Help Centers.
I developed a new organizational structure based on four key actions: Begin, Grow, Engage, and Thrive. This involved categorizing content accordingly and editing articles to align with these concepts. The result was a more user-friendly Help Center that reduced Customer Support inquiries through improved information architecture and the integration of AnswerBot technology.
Rakuten Advertising New Publisher Help Center (Beta)
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Rakuten Help Center Videos
Rakuten's video library was outdated, featuring videos over five years old that lacked views and did not follow best practices. Users and account teams requested new content to address specific questions.
I self-taught Camtasia for video production, collaborated with SMEs on scripts, and created over 25 videos for the Advertiser and Publisher Dashboards. A short video on toggling between the dashboards during a deprecation became the most viewed article in both dashboards.
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Rakuten Advertiser Dashboard Help Center
Rakuten has two main products for its affiliate network: the Advertiser dashboard and the Publisher dashboard. The user audience for these dashboards is very different. Publishers range from small influencers to large, experienced brands. The advertisers tend to be more technically savvy and experienced, often with a dedicated developer team to help. Keeping up with these releases and updating all relevant articles is challenging.
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Signal was a tag and data management company acquired by TransUnion, specializing in real-time data collection technology to help businesses organize and leverage consumer data.
Signal Tag Tracking Education
Due to its innovative nature, documenting Signal’s tag-tracking SaaS was challenging. The documentation needed to serve a diverse audience, from experienced developers to summer interns, requires high-level overviews and detailed specifications.
Careful consideration was given to ensure the content was easily translatable for partners at Yahoo! Japan. The aim was to balance detail and clarity, making the documentation comprehensive yet accessible for all users to effectively utilize the technology.
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Signal API Usage Education
Educating customers on API usage, especially in the context of platforms like YouTube, is crucial for several reasons. This education not only enhances user experience but also maximizes the potential of the API, leading to better outcomes for both the users and the platform itself. By providing comprehensive, clear, and structured educational resources, companies can empower their users, foster innovation, and create a more effective ecosystem around their API. This benefits the customers and strengthens the platform's reputation and user satisfaction.