Course Outcomes

This writing skills course for knowledge-base article authors will:

  • Discuss various content formats and when each makes sense.
  • Suggest areas to consider when building a self-service support hub.
  • Outline best practices for creating content.
  • Suggest metrics to evaluate the usability and use of the content.

Program Overview

“I love that website! It answers everything. The information is easy to find, and the troubleshooting instructions are a piece of cake to follow. Who could ask for more? Our IT department rocks.”

Most service support teams dream of creating that type of self-serve user experience. The question is how to do it? This hands-on training course supplies the answer. During the three-part program, participants will learn how to develop and organize self-support materials. From knowledge-base articles to short videos, the workshop covers the gamut. The course targets groups who are starting from square one as well as those who already have a self-service library in place.

Segment One Objectives

At this segment’s conclusion, participants should be able to:

  • Explain the benefits of a robust self-service support library.
  • Discuss considerations when deciding how to store and retrieve information.
  • Describe what an audience wants from an article or other support material.
  • Write a knowledge-base article.
  • Create a content checklist.
  • Identify high-priority content.

Segment One Modules

  • A Full Stack: The Benefits of a Self-Serve Library
  • Easy Come and Easy Go: Storing and Retrieving Information
  • Quick and Easy Reads: Guidelines for Creating User-Centric Material
  • Top Topics: Identifying Content

Segment Two Objectives

At this segment’s conclusion, participants should be able to:

  • Leverage strong titles, headings, bullets, numbers, keywords, and links to make information easier to find.
  • Replace generalities with specific language.
  • Build templates to make the writing process faster and easier.
  • Decide when to add screenshots, pictures, or videos to enhance the clarity of a message.

Segment Two Modules

  • Think Like Your Users: From Skimming to Searching to Linking
  • Clarity Counts: Avoiding Ambiguity
  • Time-Saving Templates: Information, Instructions, Troubleshooting and FAQs
  • Show with Tell: Screenshots, Photos, and Videos

Segment Three Objectives

At this segment’s conclusion, participants should be able to:

  • Create a style sheet to promote consistency across articles.
  • Use a variety of proofreading and editing tools.
  • Select metrics to measure the effectiveness of a knowledge base’s content.
  • Build a schedule to routinely review existing content.
  • Decide the triggers for reviewing content outside of the normal process.

Segment Three Modules

  • Style Sheets: Staying Consistent Across Documents
  • Clean It Up: Proofing and Editing
  • Metrics Matter: Measuring What Works and What Doesn’t
  • Keeping Current: Removing or Revising the Out of Date

By the conclusion of this six-hour course, participants should be able to create and measure the effectiveness of their knowledge-base articles and other support material.