Getting readers to the right place.
WHY IT MATTERS
Documentation that cannot be found does not exist.
WHAT DETERMINES FINDABILITY
Search that works Titles that match what readers look for Organisation that matches how readers think One location rather than several
WHY SEARCH MATTERS MOST
Most readers search rather than browse.
WHAT TO ESTABLISH
That search covers all the documentation.
WHAT TO TITLE DOCUMENTS WITH
The words readers would use.
WHY NOT INTERNAL TERMS
Readers do not know your terminology.
WHAT TO ESTABLISH
What terms readers actually use.
HOW
Support requests and search records.
WHAT TO INCLUDE IN THE DOCUMENT
The alternative terms, so searches match.
WHY
Readers search for the problem in their words.
WHAT TO REVIEW
What is searched for and not found.
WHY
It is the clearest indication of what to write next.
WHAT TO ORGANISE BY
Tasks and problems, not by system structure.
WHY
Readers do not know which component their problem belongs to.
WHAT TO AVOID
Deep hierarchies Documentation split across several systems Requiring readers to know where to look
WHAT TO PROVIDE
Links between related documents.
WHAT TO ESTABLISH ABOUT ACCESS
Who can see what, and that it does not obstruct legitimate readers.
WHAT TO TEST
Ask someone to find a specific piece of information, and watch.
WHAT THAT REVEALS
Where the organisation does not match expectation.
