Tag: content structure for knowledge base
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Defining Quality in a Knowledge Base or Help System
When defining quality in a knowledge base or help system content comes up, this quote is the first thing I…
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Are They Frequently Asked Questions, Though?
Support people and their managers seem to love Frequently Asked Questions, or FAQs, in knowledge base content. You see them…
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Knowledge base templates: Writing for expert audiences
In previous blog posts, I’ve written about knowledge base content strategy for different levels of users. I’ve covered Naïve and…
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Knowledge base templates: writing for intermediate customers
The Intermediate audience is where the bulk of your users live–the competent part of the audience journey. The audience journey…
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Knowledge bases templates: writing for beginning customers
Developing product-use information for Naïve and Beginning audiences has unique challenges. This article explains what these audiences need and includes…
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Defining the knowledge base content for your audience
Audience drives every detail you include in any communication. What does the audience know before they get to you? What…
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Good procedures: reducing complexity
Let’s look at how to structure tasks. We’ve all looked at a set of procedures in our life that had…
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Writing procedures: next steps
Providing good procedures is tied to income-generating activities. Poor procedures can result in an increase in support costs because customers…
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The power of short: Writing for SEO and reader comprehension
At Anthrobytes Media, we believe in short content for clarity. Use short sentences (under 25 words) and paragraphs (3-5 sentences).…
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Knowledge base content vs. user docs
What’s the difference between a knowledge base and a help system? And how does this impact the customer experience?