Recorded solutions.
WHAT IT PROVIDES
Faster resolution Consistency between staff Self-service for users Retention of knowledge when people leave
WHAT TO RECORD
The symptom, as a user would describe it The cause The resolution, in steps Anything to check first
WHY THE SYMPTOM IN USER TERMS
Because that is what will be searched for.
WHAT MAKES AN ARTICLE USEFUL
It can be followed without the author It states prerequisites It is current
WHAT MAKES ONE HARMFUL
Being out of date, so it produces wrong outcomes confidently.
WHAT TO DO ABOUT THAT
Review periodically, and record when each was last verified.
WHEN TO WRITE ONE
The second time a problem occurs.
WHY
Once is an incident. Twice is a pattern.
WHAT TO LINK TO
The incident records that produced it.
WHAT TO PUBLISH TO USERS
Anything they can safely resolve themselves.
WHY
It reduces volume and resolves faster for them.
