Write a help article the search box can finish — the query is the title, the answer in the first paragraph, steps using the words on the screen. Use when a support ticket repeats, when a feature ships, or when the docs read like a product map instead of a job.
--- name: write-a-help-article category: creative description: >- Write a help article the search box can finish — the query is the title, the answer in the first paragraph, steps using the words on the screen. Use when a support ticket repeats, when a feature ships, or when the docs read like a product map instead of a job. --- # Write a Help Article People do not open help to learn your information architecture. They open it because **a job is stuck**. The article that works is the one whose title is the sentence they typed, and whose first paragraph is the answer. A table of contents that mirrors the app's nav is a sitemap, not help. They already have the app. ## The search query is the title Title it as the problem or the job, in their words: - Weak: "Export centre" - Strong: "Download your invoices as a CSV" If they search "can't find export," a title that only says "Reports" will not hit. Steal the words from the last ten tickets, not from the IA meeting. One job per article. "Billing" is a hub. "Change the card on file" is an article. Hubs are allowed as indexes; they are not a place to dump seven procedures.
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