Article Writing Best Practices

Article Writing Best Practices

Great help articles reduce ticket volume and improve customer satisfaction.

Structure Every Article

1.Start with the goal — what will the reader accomplish?

2.Step-by-step instructions — numbered, clear, specific

3.Screenshots or examples — visual clarity

4.Edge cases — common variations or gotchas

5.Related links — point to next steps

Writing Style

•Write at a 8th-grade reading level

•Use active voice ("Click the button" not "The button should be clicked")

•Keep sentences under 20 words

•One idea per paragraph

•Use bold for UI elements (Settings, Save)

What to Avoid

•Jargon without explanation

•Walls of text without headings

•Outdated screenshots

•Assuming prior knowledge

•Vague instructions ("configure as needed")

Measure Article Quality

Track these in your dashboard:

•Helpful votes — are readers finding it useful?

•Search appearances — is it matching customer queries?

•AI usage — is the AI citing this article in responses?

Low helpful rates mean the article needs revision.