kb/KB_Style_Guide.md

📘 3. Style Guide for Writing Customer-Facing Documentation

• Empathetic
• Professional

Tone varies:

• Troubleshooting: calm, reassuring
• Quick tasks: concise
• Policies: neutral

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2. General Writing Rules

• Use active voice
• Keep sentences under 20 words
• Avoid filler
• Prefer verbs
• Use contractions

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3. Do / Don’t Examples

Do: ✔ “Click Save to confirm the update.” ✔ “If you don’t see the option, try refreshing the page.”

Don’t: ✘ “Users should ensure they save the settings.” ✘ “This feature may or may not appear.”

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4. Formatting Rules

• Numbered steps for processes
• Bullets for lists
• Clean screenshots
• Use callouts for warnings or tips
• Code blocks for commands

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5. Accessibility Requirements

• Include alt text
• Don’t rely only on color
• Use consistent headings
• Ensure high contrast