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.
•            What impact will this have on the customer, product or company. 
•            What is the best route of distribution, Customer alert, Urgent posting on Social media, update into company support forums, alert to customer facing teams etc.

Cue the shared knowledge picture :