Building Problem-Solving Toolkits
Editor’s Note: The Content Wrangler is presenting a weekly series of twelve articles that provide useful insights and practical guidance for those who produce online help websites. Columnist Robert Norris shares how to overcome operational challenges related to harvesting, publishing and maintaining online help knowledge bases. His second installment details how we can develop special purpose collections that serve as, “Problem Solving Toolkits.” When we engage a knowledge base website to seek problem-solving resources, the ideal outcome is that we find a carefully tended collection of timely, useful content (instructions, policies, templates, links to internal and external resources, tutorials, warnings, exceptions, etc.). This...
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