Who do you think should own product documentation meant for users (i.e, help articles, knowledge base, how-to, FAQs, product videos etc.)?

My answer depends on the content and size of the team. Ideally:  A lot of the ones listed--help articles, knowledge base, how-to, FAQs---should likely live with a technical writing team.  On product videos, that should ideally be a partnership between the product (and product design team) and the marketing team if they are external assets. Product Design/UX will have the highest fidelity assets and also be (usually) most adept at doing creative things to those files to bring them to life creativ ...Read More

I've seen this handled differently across different organizations, and I'm not sure there is one single correct way. Currently, at Intercom, our Support organizatoin owns our help-articles, and our knowledge base and we have a Marketing team focused on customer education, that can bridge the support side of these documents with the marketing side, creating product videos and how-to's. Regardless, Product Marketing / Sales Enablement are partnered closely with each of these teams ensuring positio ...Read More

When it comes to owning product documentation meant for users – such as help articles, knowledge base content, how-to guides, FAQs, and product videos – the responsibility typically falls within the realm of the product team. Specifically, this responsibility often lies with the Product Manager or a designated Product Documentation Specialist. Here's why: Deep Understanding: The product team has an in-depth understanding of the product's features, functionalities, and user personas. This knowled ...Read More

Product documentation can be owned by several teams, most commonly split between a documentation team, product marketing, and product management. Who manages each piece of content depends on the primary function of that content: Documentation Team: This team is dedicated to educating customers on how to use or implement product capabilities. They provide a standard set of detailed information on what each feature does, intended behavior, configurations, and other information to help internal sup ...Read More