Write a Good Knowledge Base Article
A knowledge base is the first thing that customers see when they start using a software product. The content should be efficient and informative. Here are the common goals that a knowledge base article may reach:
- Educates users and provides them with information on how to use a product.
- Helps to troubleshoot issues.
- Gives answers to the most frequently asked questions.
That’s why it is highly important to learn the best practices of knowledge base writing.
Define the Type of Article
When you start writing, define the type of article you are working on. These are the most widely spread types of articles:
- Informational articles. Are meant to describe a product, service, feature, etc. They do not tell readers how to solve a problem.
- Troubleshooting articles. Focus on how to solve a particular problem.
- FAQs. Contain answers to the most common questions.
- How-to articles. Offer instructional content on how to perform a task.
Different types of articles imply different types of content and different structures. You’ll easily write an article if you know what type it should belong to.
Become a Reader
You are an expert, and you know your product pretty well, you know every feature, how it can be used, and many more things. When you start writing, you may omit the things that seem too obvious to you. But they may be unclear to readers. Imagine that you are a reader and explain all the things in detail. Make sure your content is clear, accessible, and scannable. When readers don’t know where to find what they need, they’ll think that a knowledge base simply doesn’t have an article or section like that. And, readers hardly ever get acquainted with the whole knowledge base, they check out only the parts that seem to be helpful to them in a particular situation.
Organize Content Logically
A knowledge base is not just a repository for articles. These are logically organized articles. Otherwise, readers will get lost in random articles and refrain from your product. The logic you choose depends on the information and general goals of a knowledge base. These are the principles that you can use:
- You can describe steps in chronological order.
- Some tasks are easy, and some tasks are difficult. It would be great to move from simple tasks to difficult ones.
- Keep the workflow in mind. In this case, you must learn how readers are going to use your product and use the same logic for your articles.
Use Links Wisely
In most cases, knowledge base articles contain links to other resources. It is a great way to provide readers with additional information. But links should be used strategically. Links to the wrong resources will only frustrate readers. Links to the right resources but at the wrong time will distract readers from the article. You should think carefully about how to include links in your articles and where they should lead.
A comprehensive knowledge base article is the backbone of an informative knowledge base. Make sure you use the above-mentioned tips to improve your writing.
