Checklist to Publish Knowledge Article

Overview

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

In this article:

• General Review
• Style
  • Article Title
  • Content
  • Format
  • Media
• Article Settings

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. jagron) 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 remain in the same window
• Links to places external to the University of Alaska open in a new 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
• Embeded 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