Minneapolis: How to Write Knowledge Base Articles that are Useful and Easy to Maintain

Description

All customer support teams rely on stored knowledge. Whether your team uses knowledge base software, a SharePoint site, One Note, an Excel spreadsheet, or a collection of PDFs, your agents need quick access to correct, readable, useful knowledge base articles. And if your organization is using AI now or planning to launch an AI-supported knowledge project in the future, you’ll need accurate, relevant KB content to train the AI tool.

In this hands-on workshop, you’ll learn how to write KB articles that are easy to read and maintain. Maybe you’re creating a brand new knowledge base, and you want to do it right. Or you know your current KB articles need editing: they’re too long, confusing, or hard to scan. No matter where you are in your knowledge base journey, this workshop will give you tips and next steps. (Bonus: These KB writing tips apply to your email template library, too!) 

You will learn: 

• How to title your articles 
• How to write instructions that are easy to follow 
• Best practices for using screenshots 
• How to develop a template for KB articles to make them easier to write 
• How to use GenAI to help you maintain your KB articles

Well-written knowledge improves employee experience and customer experience. Whether you’re starting your KB small or you’ve already gone big, this workshop will help you make your knowledge better. 

Presenter: Leslie O’Flahavan, E-WRITE 

Leslie O’Flahavan is a get-to-the point writer and an experienced, versatile writing instructor. E-WRITE owner since 1996, Leslie leads customized writing courses for Fortune 500 companies, government agencies, and non-profit organizations. Leslie helps the most stubborn, inexperienced, or word-phobic employees at your organization improve their writing skills, so they can do their jobs better. As a result of her work, Leslie’s clients improve their customer satisfaction ratings, reduce training cycles, improve productivity, and limit legal risk. Leslie is a LinkedIn Learning author of six writing courses including Writing in Plain Language, Technical Writing, and Writing for Social Media. She’s the cohost of the monthly LinkedIn Live broadcast “Fix This Writing!”