- Use Clear, Concise Titles
- Think like your users: What would they search for?
- Example: Instead of “Invoice Help,” use “How to Pay an Invoice Online.”
- Keep Articles Focused on One Topic
- Avoid overwhelming users with too much information in one article.
- If needed, break long content into a series (e.g., Part 1, Part 2).
- Structure Content for Easy Scanning
- Use headings (H2, H3), bullet points, and numbered lists.
- Keep paragraphs short (2–4 lines).
- Bold key steps or terms.
- Include Visuals
- Add screenshots, diagrams, or videos where possible.
- Use arrows or highlights to point out important areas in images.
- Write for Non-Technical Users
- Avoid jargon unless your audience is technical.
- If you must use it, define the terms briefly.
- Maintain Consistency
- Use the same terminology throughout all articles.
- Example: If you call it the “Client Dashboard” in one place, don’t refer to it as “Customer Panel” elsewhere.
- Update Articles Regularly
- Set a quarterly reminder to review and update outdated content.
- Monitor changes in features, policies, or UI and reflect them in articles.
- Track Performance and Feedback
- Use analytics to see which articles are most/least viewed.
- Enable user ratings or thumbs-up/down so users can indicate helpfulness.
- Use this feedback to revise or improve content.
- Link Internally Between Articles
- If an article references another concept (e.g., creating a client), link directly to that article for a better user experience.
- Promote Your Knowledge Base
- Link to key articles from email signatures, invoices, and welcome emails.
- Include a “Help” or “Support” section in the Client Portal menu for direct access.
