• What is the purpose?
• What is a "good" KB document?
  • The Do's
  • The Don'ts
• Some additional thoughts
• Let's tinker

What is the purpose?

• Provide your users with a means of supporting themselves
• Provide guidance to your intended audience in relation to policies and procedures
  • Onboarding & Offboarding
  • Support existing or new processes
• Sharing and storing institutional (program, project, departmental) knowledge

The purpose of the KB article itself is to provide instruction, information, guidance, or support to your intended audience. An important first step is to know what your audience / users need - similar to a website, remember this content is not “for you,” but rather those you want to consume it.

What is a "good" KB document?

This is all subjective, but hey - I have opinions. Some of this seems pretty obvious but I like to make sure a good point doesn't go without overstatement.

The Do's

• Be knowledgeable
• Be clear
• Be accurate
• Be engaging
• Be accessible

The Don'ts

• Make excessively long documents
  • Scannable
  • Searchable
  • Logical
• Ignore review reminders and expiration notices
• Use all caps for your text and content

Some additional thoughts

• Proofread your content
• Make use of in-page navigation
• Don't overuse "IncludeDoc" option vs. "LinkDoc" option
  • IncludeDoc is great for reusable content
  • Consider SeeAlso section for linking to additional resources
• Consider changing up search results formatting
• Consider using some HTML / styles to add some...."pop"...to your content
  • Be careful with this
    • It's sometimes hard to support custom styling
    • Custom styling can lead to some accessibility concerns
  • Don't use HTML / CSS in your summary field!

Let's tinker

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