This page explains the complete process for creating and publishing all documentation, training scripts, and training videos at HEAL. It helps all teams follow one clear workflow with no confusion.

1. Requester (PD / Engineering / QA)

What They Must Do

1. Raise a JIRA ticket for any documentation or training request.

2. For planned releases: mark Doc & Training required = Yes in the JIRA ticket.

3. For urgent/adhoc requests: send an email to the below IDs.

   • For Documentation send details to:
     📩 productdocumentation@healsoftware.ai

   • For Training send details to:
     📩 training@healsoftware.ai

4. Share full info

   • Feature or module name

   • Type of content

   • SME name

   • Deadline

   • Version

   • Access details

5. Share demo environment if needed.

What They Must Not Do

• No Teams messages.

• No WhatsApp chats.

• No personal email.

• No unclear requests.

2. SME (Subject Matter Expert)

What They Must Do

1. Provide full details within 24 hours

   • Steps

   • Screenshots

   • Logs

   • Test scenarios

   • Flow

2. Join a short call if needed.

3. Review documents and scripts in 48 hours.

4. Give comments inside the doc or PDF.

What They Must Not Do

• No chat corrections.

• No partial inputs.

• No silent delays (this delays the documents)

3. Documentation and Training Manager

What They Must Do

1. Check shared mailbox and JIRA daily.

2. Triage requests.

3. Assign writer or content creator.

4. Set ETA and inform requester.

5. Review and approve final content.

6. Maintain templates and rules.

7. Escalate SME delays.

What They Must Not Do

• Approve half done docs.

• Allow shortcuts.

4. Writer or Trainer (Documentation and Training Team)

A. Intake

1. Accept work only through JIRA and shared email.

2. Redirect all personal messages back to the correct channel.

B. For Documentation Work

Step 1: Collect Inputs

• Get all details from SME.

• Confirm environment.

Step 2: Draft

• Use correct template.

• Add steps, screenshots, ALT text, version history.

Step 3: Self Review With Usability Test

Writers must run a usability test before sharing the draft.
This means:

1. Follow the full document step by step in their own environment.

2. Confirm each step works.

3. Check screenshots match the UI.

4. Fix wrong steps.

5. Confirm no missing detail.

6. Confirm output matches what is written.

This makes sure the doc is correct and clear.

Step 4: Internal Review

• Share draft for team review.

• Fix comments.

Step 5: SME Review

• Share updated draft with SME.

• Fix SME comments.

Step 6: Final Review

• Send to Documentation Manager.

• Fix final comments.

Step 7: Publish

• Publish in WordPress, LMS or PDF.

• Add tags, category, ALT text, version, links.

Step 8: Send Final Email

Send published doc using only:
📩 productdocumentation@healsoftware.ai

Step 9: Close Ticket

• Add links in JIRA.

• Mark as Published.

C. For Training Content

Step 1: Script Creation

• Collect SME info.

• Write script using training template.

• Add flow, points, and steps.

• Do a self review.

• Do a usability test if the script includes steps or UI.

• Share for internal review.

• Fix comments and send to SME.

• Get SME approval.

• Manager gives final approval.

Step 2: Video Recording

• Record using approved script only.

• Clear audio, slow pace, zoom on UI.

• Clean editing.

Step 3: Video Review

• Internal review.

• SME review.

• Manager approval.

Step 4: Publish Video

• Upload to LMS or WordPress.

• Add title, summary, version.

• Attach script.

• Send final update mail using shared mailbox.

Step 5: Close Ticket

• Add links in JIRA

• Mark ticket Published

5. Company-Wide Rules

Mandatory For Everyone

• Use JIRA and shared email only.

• No personal chats.

• SME must follow 24-hour input and 48-hour review.

• All final files must be sent from the shared email.

• Writers must do usability tests before sending drafts.

Role Summary Table