Organize Your Knowledge Base Effectively
How can I effectively organize my knowledge base?
To effectively organize your knowledge base, consider your audience's preferences and behaviors. Some users prefer searching, while others like browsing, so structure your articles in a way that aligns with these habits. Start by using pen and paper to draft a logical outline, perhaps as a mind-map, to visualize categories and sections.
Keep your categories generalized to avoid confusion, and be ready to expand as your knowledge base grows. Always prioritize your customers' habits and preferences when categorizing, using familiar terms they might search for. For more details, check out the originalZendesk article.
More related questions
Why should I use pen and paper to plan my knowledge base?
Using pen and paper to plan your knowledge base can make formulating a logical outline easier. The physical act of writing helps in visualizing the structure, much like creating a mind-map. This method allows you to jot down category names and draw…
What is the importance of keeping knowledge base categories simple?
Keeping your knowledge base categories simple is crucial to avoid confusion for both authors and readers. Over-structuring with too many specific categories can make navigation difficult. By sticking to a smaller number of generalized categories,…
How can I organize my knowledge base to match customer preferences?
Organizing your knowledge base to match customer preferences involves using the language and structure that your customers are familiar with. Avoid structuring based on your internal understanding, as customers may not share the same knowledge….
Why should category labels be consistent across formats?
Consistent category labels across different formats, such as hardcopy and online, help prevent customer confusion. When customers encounter the same structure and labeling, they can navigate your documentation more easily, regardless of the format….
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