Answers people can find.
STEP ONE: LIST YOUR RECURRING QUESTIONS
From support tickets, calls and messages. The ones you answer repeatedly.
STEP TWO: RANK THEM BY FREQUENCY
Start with the most asked.
STEP THREE: WRITE OR PASTE THE ANSWER
Rough is fine. Or paste a reply you already sent.
STEP FOUR: ASK FOR AN ARTICLE
"Turn this into a help article. Reader is not technical. Numbered steps where relevant. Say what they will see at each step. Include what to do if it does not work."
STEP FIVE: VERIFY EVERY STEP
By following it. Generated instructions describe things that may not exist.
STEP SIX: PUBLISH AND LINK TO IT
Then send the link instead of typing the answer again.
STEP SEVEN: ADD AS QUESTIONS RECUR
STEP EIGHT: REVIEW ANNUALLY
Out-of-date help articles produce more support requests than gaps.
THE BENEFIT
Every question answered publicly is one you do not receive.
