AskIT: Four Tips for Effective Knowledge Base Articles

Courtney Lurry, Chief Customer Care Giver at CanvasIT shares four tips for effective knowledge base articles on AskIT:

  1. Keep articles short and to the point. Divide longer articles into sections for easy reading.
  2. Use action-based titles. End users want to perform a task and search for articles accordingly.
  3. Clearly outline steps. Using bullet points or numbers makes the article easier to follow.
  4. Include screenshots. This makes for easy cross-referencing as the reader follows each step.

What else do you need help with? AskIT! Check out our YouTube page for similar videos.

Micah Laughlin
mlaughlin@canvasit.com

Micah Laughlin is the founder of Canvas IT and a leader in technology management services, supporting organizations of all sizes and helping them to thrive in spite of IT challenges and organizational changes. His first-hand experience with Service Desk Outsourcing companies led him to create a better way of doing IT outsourcing, the way he’d want it done. Today his philosophy carries on at Canvas IT as he creates a custom solution for each client just the way they’d want it done. Micah’s service desk management philosophy has supported dozens of growing businesses, adding value to the IT services they provide. Prior to founding Canvas IT, Micah spent more than 24 years managing IT operations – with 18 spent balancing the need for open, flexible systems with the restrictions of the highly-regulated healthcare industry.



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