A knowledge base is a collection of articles used to educate employees and as an avenue of public relations. How do you create excellent knowledge base articles for your company?
Clear and Concise: Time is money. Don’t make your customers untangle a knot of confusing steps.
Consistent: Maintain a writing style and visual presentation that is user friendly and similar. Readers will know what to expect and appreciate the familiarity.
Collaborate: Every article should involve at least two people and mutual respect.
Brain dump: The subject matter expert (SME) puts thoughts into a rough draft.
Testing: The technical writer tests the steps, revises the draft for clarity, and inserts questions for the SME.
Rewrites: The technical writer/editor and SME may exchange several revisions until the information seems quality assured.
Publication: The final draft gets published for the intended audience(s).
Feedback: End users may suggest changes.
Content management: For each article, the content manager must track the publication process.
Content analysis: The articles involve many data points for snapshots and reports.
Sharing company expertise through a knowledge base is a powerful way to provide excellent customer service.
Jasmine Stark, Technical Writer