[Service Name], [Service Offering], [Short Description of Article]
Article Summary
Provide a short, plain-language summary of what this article covers. Use present-tense verbs and avoid phrasing like “this article will explain…” Example: “Learn how to reset your password on an Apple Silicon Mac using macOS Recovery.”
Search Criteria
- Include keywords a user might search for
- Common synonyms or alternate names
- Error messages or codes addressed in the article
- Common misspellings
Symptoms / Problem Statement
Describe how the issue appears from the user's point of view.
- "I forgot my password."
- "I cannot log into my device."
Environment
- Platforms, devices, OS versions
- Specific service offerings
- Any required configurations
Prerequisites
- Access or information required before starting
- Required permissions or recovery keys
- Dependencies such as encryption, enrollment, or VPN
Instructions
Use numbered steps for sequential processes. Keep paragraphs short and use “you” for user actions.
- Step one written in clear, plain language.
- Step two. Use bold for button or menu names.
- Step three. Include screenshots only when they help the user locate something.
Troubleshooting
Optional section for common issues or alternative paths.
- If X happens, try Y
- If you see “[error text]”, follow these steps
Additional Information
- Related articles (use descriptive link text)
- Links to documentation or service pages
Keywords
List helpful search terms including synonyms, acronyms, alternate naming, and common misspellings.
Accessibility Notes
- Avoid underlines unless they are links
- Avoid highlighted text
- Ensure color contrast meets WCAG AA standards
- Provide alt text for any meaningful images
Security Notes
- Do not include regulated data (HIPAA, FERPA, etc.)
- Mask private account information in screenshots
- Use resource accounts rather than individual contacts