top of page
Image by Donald Giannatti

Case Study #2

BACKGROUND

Amazon, the global e-commerce giant, faced a significant challenge in enabling its non-technical teams to create and maintain documentation efficiently. The lack of a standardized documentation platform led to inconsistencies, delays, and potential losses due to systemic issues. Recognizing the need for a streamlined solution, Joshua, a visionary technical communicator, took on the challenge of creating the first internal technical communication tool at Amazon.

THE GOAL

The primary objective was to develop a user-friendly platform that would empower Amazon's non-technical teams to quickly create and manage documentation, complete with pre-set and branded templates, workflows, quality audits, and an organization-wide platform. The ultimate goal was to save time, reduce costs, and minimize systemic issues across the company.

STRATEGY & IMPLEMENTATION

Joshua adopted a comprehensive approach to create the groundbreaking internal technical communication tool. The key components of his strategy included:

 

  1. Cross-Functional Collaboration: Joshua recognized the importance of collaboration and sought guidance from various teams and organizations within Amazon. He actively engaged with stakeholders, learned new skills, and garnered support for the initiative, ensuring buy-in from all levels of the company.

  2. Customized Platform Development: With a deep understanding of Amazon's unique requirements, Joshua designed and developed a customized documentation platform. The platform featured pre-set and branded templates, streamlined workflows, and built-in quality audit functionalities, making it easy for non-technical teams to create and maintain high-quality documentation.

  3. Comprehensive Documentation and Training: Joshua understood that the success of the platform relied on effective documentation and training. He created extensive support materials, including user guides, tutorials, and knowledge bases, to facilitate a smooth transition from the legacy wiki system to the new platform. He also conducted training sessions to ensure that users were well-equipped to leverage the platform's capabilities.

  4. Global Standards Implementation: During the development process, Joshua traveled to several launching locations to gain firsthand insights into the systemic issues faced by Amazon's global teams. Based on his observations, he quickly created and implemented global standards to address these challenges, ensuring consistency and efficiency across the company.

THE RESULTS

The introduction of Amazon's first internal technical communication tool, spearheaded by Joshua, yielded remarkable results:

 

  1. Significant Cost Savings: The platform's efficiency and effectiveness led to a staggering $200+ million in annual savings for a single organization within Amazon. By addressing systemic issues and streamlining documentation processes, the tool considerably reduced engineering costs and minimized potential losses.

  2. Increased Productivity and Consistency: Non-technical teams could now quickly create and maintain documentation using pre-set templates and workflows. This standardization led to increased productivity, improved consistency, and faster time-to-market for Amazon's products and services.

  3. Enhanced Collaboration and Knowledge Sharing: The platform's organization-wide accessibility fostered collaboration and knowledge sharing among teams. Employees could easily access and contribute to documentation, breaking down silos and promoting a culture of continuous improvement.

  4. Successful Global Adoption: Joshua's efforts in creating comprehensive documentation, conducting training sessions, and implementing global standards ensured the successful adoption of the platform across Amazon's worldwide operations. The tool became an integral part of the company's documentation ecosystem, driving efficiency and excellence on a global scale.

TESTIMONIAL

"Joshua's vision, dedication, and technical expertise have revolutionized the way we create and manage documentation at Amazon. The internal technical communication tool he developed has empowered our non-technical teams, saved us millions in costs, and significantly improved our overall efficiency. His ability to collaborate across functions, learn new skills, and implement global standards has been truly remarkable. We are grateful for his leadership and the transformative impact he has made on our organization." 

– Dean Fullerton, Vice President, Amazon

GET STARTED

Joshua's success in creating Amazon's first internal technical communication tool exemplifies the power of innovation, collaboration, and strategic thinking in driving organizational change. By understanding the unique needs of non-technical teams, developing a customized platform, and ensuring comprehensive documentation and training, Joshua enabled Amazon to streamline its documentation processes, reduce costs, and enhance productivity on a global scale. This case study demonstrates how a dedicated and skilled technical communicator can lead transformative initiatives that deliver lasting value and set new standards for excellence within an organization.

bottom of page