kb/kb_best_practices.md

📘 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.”

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5. Test Before Publishing

Ensure someone else:

• Follows the steps
• Tests the flow
• Flags unclear phrasing

Writers are often too close to see gaps.

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6. Keep It Short — But Complete

Balance:

• Minimalism (no fluff)
• Completeness (no missing steps)

Provide just enough context for understanding.

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7. Evolve With Product Changes

Update articles when:

• UI changes
• Buttons are renamed
• Policies shift
• Processes change

A KB is a living system.