Knowledge Base Guidelines

Subject: Knowledge Base Guidelines
From: Nicole Bogdanovic <NICNRADI -at- shaw -dot- ca>
To: TECHWR-L <techwr-l -at- lists -dot- techwr-l -dot- com>
Date: Tue, 06 Dec 2005 11:13:34 -0800

Hello all,

I've been asked by our Support Team to help them set up a new Knowledge Database and create guidelines for writing/structuring articles.

Does anyone have some experience in this area? Can you send me some pointers about what works and what doesn't, any recommended reading/resources, tips and pitfalls, troubleshooting flowchats, etc?

The intended audience is our software end-users (municipal clerical staff mostly, with low to medium technical knowledge/ability) and our purpose is to help them problem solve on their own.

Thanks in advance!



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