Submit a Knowledge Base Article Request by Filling out the Form Located on the Right Side of your Screen.
Tips for Writing a Good Knowledge Base Article
Spelling Counts!
- Spell and use words correctly
- Capitalize the first word of each step
- Acronyms must be universally known
- Spell them out the first time
- Following reference may use the pre-established acronyms
Keep it simple!
- Use short, familiar words. Avoid jargon and slang unless it is universal, audience appropriate, and contributes to reader understanding
- Use words only required to communicate intent
- Use complete thoughts not complete sentences
- Do not use punctuation at the end of each step
- Each step should be one action
Structuring an Article
Ask yourself these questions when writing an article...
- Subject/Title
- Does it contain description of main issue & environment, ex. Requesting access (Cognos) If possible use verbs in present participle tense (verbs with a -ing ending).
- Summary
- Does the title give enough context about the article? It should provide context and additional information not provided in the title to facilitate better searching.
- Issue/Question
- What is the customer trying to do?
- What is the customer asking?
- What customer experience is undesirable?
- Environment
- What system/software/hardware are involved?
- Is the issue only specific to a certain environment?
- Cause
- What is the underlying reason(s) for this issue
- Resolution
- How do you fix the issue
- What is the answer to the question
- Do not use punctuation at end of each step
Be able to say the following:
- No user names or passwords are mentioned!
- Article written in the customer’s context?
- Did you write what you know, not what you think?
- Included all steps necessary to convey the solution?
- Provided only content specific to the issue, not generalities?