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.