Friday, 28 June 2013

What to look for in a good knowledge base article.

Continuing the theme of knowledge base articles here are some hints to build a great knowledge base article.

What are the conditions that lead to the event described ?
What are the conditions exclude the event described ?

Build a compelling article by showing the
            The evidence needed to identify the issue
            What you see in that evidence,
            What you understand from that evidence
            What you recommend in this situation
            What does a successful outcome look like ?
            What reference material should you refer to.

When reviewing the document before publication
           Does the document read as fact or opinion ?
           Does the document standalone or does it need to be linked to other information.
           To what versions does the issue and fix apply.

Cue the shared knowledge picture :

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