How can you create a comprehensive and accessible technical support knowledge base?

1 Define your goals and scope

Before you start writing or collecting content for your knowledge base, you need to have a clear idea of what you want to achieve and who you want to serve. Do you want to create a public knowledge base for your customers, a private one for your employees, or both? What are the main topics, categories, and subcategories that you want to cover? What are the key performance indicators (KPIs) that you want to measure and improve, such as resolution time, customer satisfaction, or self-service rate? Defining your goals and scope will help you plan, prioritize, and organize your knowledge base content.

3 Write and structure your content

When you have chosen a platform and format, it's time to start writing and structuring your content. To ensure that your content is relevant, accurate, and helpful for your audience, you should use simple and consistent language and terminology. Breaking up your content with headings, subheadings, lists, and tables can also help. Additionally, you should include keywords and tags to make your content searchable and discoverable. Links and cross-references can connect related content, while

tags can highlight code blocks or commands. Screenshots, diagrams, or videos can illustrate complex or visual concepts. Examples, scenarios, or case studies can demonstrate real-world applications. Finally, feedback forms, ratings, or comments can be used to collect user input.
###### Review and update your content
Creating your content is not enough. You also need to review and update your content regularly to ensure that it is up to date, accurate, and relevant. You should have a process and a schedule for reviewing and updating your content, such as monthly, quarterly, or annually. You should also use data and analytics to track and measure the performance of your content, such as views, clicks, shares, ratings, or feedback. You should use this data to identify gaps, errors, or areas for improvement in your content, and to make changes accordingly.
###### Promote and distribute your content
The last step is to promote and distribute your content to your target audience. You should make your knowledge base easy to find and access, such as by adding a link to your website, app, or email signature, or by integrating it with your support channels, such as chat, phone, or email. You should also use social media, newsletters, blogs, or webinars to raise awareness and drive traffic to your knowledge base. You should also encourage your audience to use and share your knowledge base, such as by offering incentives, rewards, or recognition.
######Here’s what else to consider
This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?