Making instructions followable.
WHAT MAKES SUPPORT WRITING FAIL
Jargon Assumed knowledge Steps out of order Several things in one sentence No indication of what success looks like
WHAT TO DO ABOUT EACH
Use ordinary words State where to start Number the steps One action per step Say what they should see
WHY SAYING WHAT THEY SHOULD SEE MATTERS
It lets them confirm they are on track without asking.
WHAT TO PUT FIRST
The answer, or what you need from them.
WHY
People read the first lines and skim the rest.
WHAT TO AVOID
A long preamble before the substance Apologies occupying the opening Explaining the cause before giving the fix
WHEN TO EXPLAIN THE CAUSE
After the fix, briefly, if it helps them.
WHAT LENGTH TO AIM FOR
As short as accuracy permits.
WHAT TO INCLUDE FOR ANYTHING TECHNICAL
Exactly what to type or click What to do if it does not work
WHY THAT SECOND PART
It prevents a second ticket.
WHAT TO CHECK BEFORE SENDING
That someone unfamiliar could follow it.
WHAT TO AVOID ENTIRELY
Blaming the customer, however gently Implying the question was obvious
