kb/Knowledge_Base_Structure.md

📘 2. Knowledge Base Structure & Information Architecture Best Practices

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1. Create a Logical Hierarchy

Use broad categories, then subcategories:

• Product / Features
• Account & Billing
• Getting Started
• Troubleshooting
• Policies

Each article should naturally fit in one place.

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2. Use Strong Naming Conventions

Titles should be:

• Actionable (“Set Up Two-Factor Authentication”)
• Predictable
• Search-friendly

Avoid internal jargon.

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3. Choose a Taxonomy Style

Successful KBs use:

• Hierarchical categories
• Tags
• Metadata (audience, version, difficulty)

Tags must be purposeful.

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4. Avoid Overcategorization

Rule: If a category has fewer than 5 articles, merge it.

Less is more.

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5. Build With Search in Mind

Improve findability by:

• Using natural language
• Adding synonyms
• Enhancing metadata
• Avoiding duplicates

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6. Establish Ownership

Assign owners:

• Support
• Product
• Engineering
• Knowledge Manager

Without ownership, structure deteriorates.