Title
Titles should use the following naming convention: Service Name, Service Offering Name, Description of Article. The title will be entered into the Subject field, it will not be included in the body of the article.
Example:
Use: Microsoft Teams, Scheduling a Meeting
Instead of: How do I schedule a meeting with Microsoft Teams?
Overview
Specific to this article: This template is for external reference articles.
Template creation: Provide a short, plain-language summary of what this article covers. Use present-tense verbs and avoid phrasing like “this article will explain…”
Example: “Understand the different meeting roles in Microsoft Teams and how permissions affect participants.”
[Note: this should be in the TDX Summary and included in the body of the article]
What This Is About
Describe the topic from the user’s point of view. Focus on what the user is trying to understand or decide (not how to fix a problem).
- “I want to understand the different meeting roles.”
- “I need to know what permissions presenters have.”
- “I’m not sure which option applies to my situation.”
Applies To
- Platforms, devices, OS versions (if relevant)
- Specific service offerings, features, or audiences
- Any scope limitations (e.g., “University-managed devices only”)
Before You Start
Optional section for access, context, or prerequisites needed to understand this information.
- Required access level or role
- Where the user can find needed information/settings
- Dependencies such as enrollment, licensing, or VPN (only if relevant to understanding)
Details
Explain the concept, policy, feature, or process in a way that supports understanding and self-service. Organize content for scanning.
- Use short paragraphs and bullets
- Define key terms and use bold for important labels
- Include examples or scenarios where helpful
- Avoid step-by-step resolution/troubleshooting unless it is purely explanatory
Things to Know
Optional section for exceptions, limitations, or common misunderstandings.
- If this does not apply, consider…
- Known limitations or constraints
- Common points of confusion and clarifications
Need More Help?
If you still have questions after using this article, please contact [IT Partners at Education Help Desk] for additional assistance.
[add specific information or links to other areas]
Additional Information
- Related articles (use descriptive link text)
- Links to documentation or service pages
Frequently Ask Questions
Optional section. List frequently asked questions and answers.
- Q: [Question]
A: [Answer]
- Q: [Question]
A: [Answer]
Search Criteria
- Include keywords a user might search for
- Common synonyms or alternate names
- Acronyms or related concepts
- Common misspellings
Keywords
List helpful search terms including synonyms, acronyms, alternate naming, and common misspellings.