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# 📘 1. What Makes an Excellent Knowledge Base Article
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## 4. Use a Support-Friendly Tone
Tone should feel:
- Friendly
- Confident
- Supportive
**Good:** “Let’s walk through how to reset your password.”
**Not so good:** “Resetting a password requires following the steps below.”
---
## 5. Test Before Publishing
Ensure someone else:
- Follows the steps
- Tests the flow
- Flags unclear phrasing
Writers are often too close to see gaps.
---
## 6. Keep It Short — But Complete
Balance:
- **Minimalism** (no fluff)
- **Completeness** (no missing steps)
Provide just enough context for understanding.
---
## 7. Evolve With Product Changes
Update articles when:
- UI changes
- Buttons are renamed
- Policies shift
- Processes change
A KB is a living system. |