Building a knowledge base.
WHY
The same questions recur.
Answering them fresh each time wastes hours.
WHAT TO DOCUMENT
Every question you answer more than twice Every procedure you perform regularly Every problem with a standard fix
WHAT THAT GIVES YOU
Faster responses Consistent answers Something to send clients directly Something a second person could use
HOW TO BUILD IT
Write the answer once, properly, when you next give it.
Then reuse it.
WHERE TO KEEP IT
Somewhere you can find it quickly.
WHAT TO PUBLISH
The client-facing ones, on your own site.
WHY PUBLISH THEM
Clients resolve issues themselves It reduces requests It demonstrates competence
WHAT TO KEEP INTERNAL
Procedures involving your own systems Anything a client should not attempt
WHAT TO REVIEW
Whether documented answers are still accurate.
