Online Help vs. Knowledge Base vs. FAQ

Subject: Online Help vs. Knowledge Base vs. FAQ
From: Sue McKinney <smckinn2001 -at- gmail -dot- com>
To: techwr-l -at- lists -dot- techwr-l -dot- com
Date: Tue, 22 Jul 2014 16:54:53 -0400

In my job we have all 3 of these available, and we're now trying to figure
out what's what and what should be in each. Here's my working start of a
definition:

Online Help = online user guide with introductory material and procedures
FAQ = answers to questions users ask most often, with links to online help
KB = troubleshooting/workarounds for strange things

My thinking is that the KB would change as issues are resolved.

Our problem is too much documentation and it may be that we have some
duplicate material in these different resources. What do you recommend?

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Read about how Georgia System Operation Corporation improved teamwork, communication, and efficiency using Doc-To-Help | http://bit.ly/1lRPd2l

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