Articles that reduce contact.
WHAT THEY ARE FOR
Answering a specific question completely, so the reader needs nothing else.
WHAT MAKES ONE EFFECTIVE
It addresses one question The title matches how the question is asked The answer is near the top The steps are complete It states what to do if it does not work
WHY THE ANSWER NEAR THE TOP
Readers leave if they do not see relevance immediately.
WHAT TO AVOID
Extensive background before the answer Combining several questions Requiring the reader to read related articles first
WHAT TO ESTABLISH
What questions are actually asked.
WHERE FROM
Support requests, in the words used.
WHY IN THEIR WORDS
The article must match the search.
WHAT TO TITLE IT
The question, as asked.
WHAT TO WRITE FIRST
The direct answer.
WHAT TO FOLLOW WITH
The steps, and the detail.
WHAT TO INCLUDE
Variations: different versions, different circumstances.
WHY
Readers whose situation differs slightly abandon the article.
WHAT TO PROVIDE AT THE END
What to do if the problem persists What information to gather before contacting support
WHAT TO MEASURE
Whether contact on that topic reduced Whether readers found the article helpful Articles read and followed by contact anyway
WHY THAT LAST MEASURE
It identifies articles that do not actually solve the problem.
WHAT TO DO
Establish why, and fix them.
WHAT TO ESTABLISH
A process for creating an article when a question is asked repeatedly.
