Checklist to Publish Knowledge Article

Overview

The following checklist should be followed anytime a knowledge article is Published.

In this article:

General Review

  • Article is unique
  • Article has been reviewed by both KB Contributor, and Service Owner
  • Article is technically accurate, up-to-date, complete, and is in line with agreed service offering

Style

Article Title

  • Summarizes article contents
  • Is in Title Case
  • Is the title concise (10 words or less)
  • Use active voice
  • Use words customers might search on

Content

  • The first paragraph is a description, or problem statement that provides context to the article
  • Paragraphs are short
  • Sentences are concise and easy to read
  • Sentences are grammatically correct, and contain no typos
  • Language is simple, and uses commonly understood terms
  • Acronyms and abbreviations are defined on first use
  • Unique words (i.e. jargon) is defined
  • Information is well ordered
  • Topics and subtopics are in logical sequence
    • Are formatted as appropriate headings (e.g. H2, H3, etc.)
  • Series items are in list format
    • Use ordered lists for steps, or when item order matters
      • Steps start with a verb
    • Use unordered lists when item order is not important
  • Refer to "users" as "customers"
  • Content is directed to the appropriate audience throughout the article
  • Overly long/complex topics are broken up into separate appropriate articles, and are cross-linked
  • Information is technically accurate, up-to-date, complete, and is in line with agreed service offering
  • Application interface terms are referenced as they appear on the interface
  • Application interface references refer to current supported versions of application, unless the article is being written for a specific version

Links

  • Link text clearly references the target content
  • Links go the the expected location (internal, or external)
  • In-page links remain in same window
  • Links to other University of Alaska resources open tab in the same browser window
  • Links to places external to the University of Alaska open in a new browser tab, or window
  • Long articles use a table of contents (see Create in Article Anchor Links)
  • Email addresses are spelled out and linked

Media

  • Images are uploaded to the Knowledge Base
  • Images are appropriately sized
  • Images are clear
  • Images have effective alternative text
  • Images are associated with the step they describe
  • Animated GIFs work
  • Embedded video work

Article Settings

  • Article is in the appropriate primary Category
  • Verify the Owner is set to the service owner group
  • Add any appropriate Tags
  • Set the Next Review Date to one (1) year from current date
  • Verify that Notify Owner on Feedback is selected
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