Improving documentation tools and processes for internal users

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Dana – Maria Robu, Elise Roscillo July 2013 Abstract Both companies, SFR (Second French Telecom Operator) and SNCF (French  National Railway Company), create documentation for internal users (Business Customer Services for SFR, SNCF agents). There are various types of documentation, such as procedures, handling notes, pedagogical sheets at SFR, and guidelines and procedures for corporate use at SNCF. All this documentation is created using templates, but not structured content. Our work cons...

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