Behind the Docs What Great Documentation Actually Means in Cybersecurity - Jeff Cross at Arctic Wolf
Mar 31, 2026
Jeff Cross, Senior Manager of Technical Writing at Arctic Wolf, who has led complex migrations and carved out translated content after acquisitions. He talks about documenting tricky third‑party security integrations. He explains running a DITA migration with a small team using AI, tackling translation edge cases, and fixing high-impact docs like a tricky sign‑in checkbox.
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Fixing The BlackBerry Email Signature Mess
- Jeff Cross consolidated three separate BlackBerry guides into one single web page so customers could find the correct method to change their email signature from search results.
- That re-architecture removed repeated negative feedback and improved topic ratings because users could see three tailored methods on one page.
Security Docs Require Third‑Party How‑To Details
- Security documentation demands higher accuracy and more end-to-end guidance because products must integrate with third-party tools and customers rely on precise steps to configure those integrations.
- Jeff's team documents external products' log forwarding and token retrieval steps, then relies on rapid feedback when third-party UIs change.
Use Automation And LLMs For Content Migration
- When migrating content into a structured system, train the team on DITA and structured writing while keeping releases flowing; small teams can succeed without outside vendors.
- Use scripts and LLMs to automate XML/file transformations so you don't need to outsource every conversion step.