Tag: updates for knowledge base content
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A Style Guide and Terminology Manager Solve a Business Problem
Do we need a style guide for our help center or knowledge base? And if so, which style guide? How…
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Managing Post Sales Content, or Why Word is a Terrible Awful Content Tool
Word (or Google Docs) is everywhere. Every company has them and people spend their days writing reports, project notes, and…
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Are They Frequently Asked Questions, Though?
Support people and their managers seem to love Frequently Asked Questions, or FAQs, in knowledge base content. You see them…
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Knowledge base templates: Writing for expert audiences
In previous blog posts, I’ve written about knowledge base content strategy for different levels of users. I’ve covered Naïve and…
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Knowledge base templates: writing for intermediate customers
The Intermediate audience is where the bulk of your users live–the competent part of the audience journey. The audience journey…
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Knowledge bases templates: writing for beginning customers
Developing product-use information for Naïve and Beginning audiences has unique challenges. This article explains what these audiences need and includes…
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Defining the knowledge base content for your audience
Audience drives every detail you include in any communication. What does the audience know before they get to you? What…
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Good procedures: Long processes
This article covers how to write long and complex multistep procedures. These procedures are valid sometimes, especially if you’re having…
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Good procedures: reducing complexity
Let’s look at how to structure tasks. We’ve all looked at a set of procedures in our life that had…
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Mastering Procedure Writing: Key Concepts and Guidelines
Procedures are core to most business writing. Telling people how to book time off or how to set up the…