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Free sample (AI-assisted content) from the Help center article templates kit.

Introduction

Creating high-quality help center articles is crucial for businesses to provide their customers with accurate and easy-to-understand information. However, writing well-structured and informative articles can be time-consuming and challenging. This practical kit is designed to help you create effective help center articles using a proven framework.

Who is this kit for?

This kit is intended for:

• Help desk and support teams
• Customer success managers
• Content writers and editors
• Product managers and owners
• Anyone responsible for creating and maintaining help center content

Core Framework

The core framework is a structured approach to writing help center articles. It consists of the following components:

1. Article Type
2. Target Audience
3. Article Purpose
4. Content Structure
5. Key Points
6. Tone and Style
7. Visuals and Multimedia

Step 1: Article Type

Identify the type of article you want to create. This will help you determine the tone, structure, and content.

• [ ] List the types of articles you want to create (e.g., troubleshooting, feature guides, FAQs)
• [ ] Consider the purpose of each article type (e.g., troubleshooting: to resolve a specific issue, feature guides: to introduce a new feature)
• [ ] Determine the audience for each article type (e.g., technical users, non-technical users)

Step 2: Target Audience

Identify your target audience for the article. This will help you tailor the content and tone to their needs.

• [ ] List the characteristics of your target audience (e.g., age, job function, level of technical expertise)
• [ ] Consider their goals and motivations (e.g., to resolve an issue, to learn a new skill)
• [ ] Determine the preferred communication channels for your audience (e.g., email, chat, phone)

Step 3: Article Purpose

Define the purpose of the article. This will help you determine the scope and content.

• [ ] List the purposes of the article (e.g., to provide step-by-step instructions, to introduce a new feature)
• [ ] Consider the key questions you want to answer (e.g., what to do when..., how to ..., why...)
• [ ] Determine the desired outcome for the reader (e.g., to resolve an issue, to learn a new skill)

Step 4: Content Structure

Outline the structure of the article. This will help you organize the content and make it easy to follow.

Sample template from the kit

Template 1: Article Introduction Template

This template provides a basic structure for writing an article introduction. You can use it to set the tone for your article and grab the reader's attention.

Article Introduction Template

1. Hook: Start with an interesting fact, a quote, or a thought-provoking question that sets the stage for your article.
2. Context: Provide some background information on the topic to help readers understand its relevance.
3. Purpose: Clearly state the purpose of the article and what readers can expect to learn from it.

Example

Hook: "Did you know that [interesting fact]?"

Context: "The [topic] has been a source of confusion for many users. In this article, we'll explore the [key concept] and provide practical tips on how to [achieve a specific goal]."

Purpose: "In this article, we'll discuss the [key concept] and provide a step-by-step guide on how to [achieve a specific goal]. By the end of this article, you'll be able to [desired outcome]."