If you are building a knowledge base for customer support or for internal training, then it is important to keep in mind what you want the article to accomplish.
In a perfect world you could write one article and use it for training, onboarding and support. And this is the approach that many people take. But it is a big mistake.
When someone needs to be trained, their needs are very different from when she need to be reminded.
The person who is being trained needs to understand concepts, definitions and workflows. The person who just needs a quick reminder only needs a quick step-by-step guide.
Topics: Software Documentation TipsRead More