KnowledgeBase - Article Review Guidelines

How to properly review new content submitted for KB activation.

Before Adding New Content:

  • Confirm there is an audience. KB documents should be useful to more than just a targeted few people. The solution should apply to more than just one or a few people. Do others need to be able to do this? If there is potential usefulness beyond the University of Illinois, it could be a very good candidate for submission.
  • Look for duplication. Look for existing or similar solutions that already exist. Don't recreate the wheel. If similar content exists within your KB space, edit it instead of creating a separate doc. If similar content exists in a partner KB space, Request it from the document owner and Use it.
  • Look for conflicting solutions. If your fix involves turning off a setting, are there other docs that recommend turning that setting on for other reasons?
  • KB author training:

Content Guidelines:

  • How does the document look to the customer? Will users find it easy to read and follow? Is it pleasing to the eye?
  • If the document contains links, make sure they work.
  • If the document links to PDF or Word attachments, would that content be better served if it were pasted in the body of the KB article?
  • Even if you are not a subject matter experts and don't fully understand the content, ask questions to the document owner if something doesn't make sense. If it doesn't make sense to you, it may not make sense to the customer either.
  • Documents should be written in a consistent, clear, and concise style.
  • KB document style guidelines:

Keywords:KB,, Service Desk, AITS   Doc ID:58002
Owner:Shawn L.Group:University of Illinois System
Created:2015-11-05 11:25 CSTUpdated:2017-06-27 15:01 CST
Sites:University of Illinois System
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