What the team needs written down.
WHAT TO DOCUMENT
How to handle common problems What staff may decide alone Escalation routes and contacts Verification requirements Policies, with the reasoning
WHY THE REASONING
It lets staff apply a policy to a situation it did not anticipate.
WHAT A GOOD INTERNAL ARTICLE CONTAINS
The symptom How to confirm it What to check, in order What to do What to tell the customer
WHY THE LAST ITEM
It ensures consistent explanations.
WHAT TO DOCUMENT AFTER ANY UNUSUAL TICKET
What it was, and how it was resolved.
WHY
It will recur, and the second time should be quick.
WHERE TO KEEP IT
Somewhere searchable, linked from the helpdesk.
WHAT TO AVOID
Knowledge held by one person Documentation nobody updates Several conflicting versions
WHAT TO REVIEW
Articles after any product change.
WHOSE JOB THAT IS
Named, or it will not happen.
WHAT TO CHECK
Whether new staff can find what they need.
HOW
Ask them what they could not find.
WHAT TO MEASURE
Questions asked internally that documentation should have answered.
WHAT THAT LIST BECOMES
The next articles to write.
