It gets into the question, "How much information should I include in my article?" This is one of the most challenging aspects of writing the article. What background knowledge does the reader already have? That article will look different than just a generic article about purchase orders.
Linking steps in screensteps update#
When the employee reads the article, it will be more helpful to identify that they need to be able to update a Purchase Order number on an existing invoice and send the invoice back out to the customer.
You have a LOT of great knowledge and information in your head, and when you begin to write an article, it's easy to forget that, at the end of reading this article, an employee needs to be able to do an action.Įven if an article only includes information and no "how-to" actions, it helps to consider what the reader will need to do with that information.įor example, an article titled "Purchase Orders" might have all the information I know about purchase orders, but if I'm not clear on how the reader will use the information, then it's not going to be a very useful article. Clarify what the reader needs to doĪs a subject matter expert, clarifying what the reader needs to do can be really difficult.
If the reader needs to use this while in their workflow, without putting a customer on hold, then I'm going to make it more snappy.
The first question I ask myself is, "What situation is somebody in when they use this article?"įor example, if the reader is going to be on a phone call with a customer and needs to use this article to answer a question while still talking on the phone, then I'm going to write the article differently than if the employee will be using this article while they are performing research and able to spend 30 minutes figuring things out.
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