Additions and revisions to the Knowledge Base should follow formatting guidelines to ensure that a professional, uniform language and style format is maintained across the resource. Consistency improves the accessibility of the Knowledge Base by enabling readers to identify relevant points and quickly locate the information they seek.
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3.0 Writing and Editing
3.1 – Language
The majority of the articles in the public-facing Knowledge Base are intended for a lay audience and should be written in plain language. Focus on the task they are trying to accomplish from their perspective and less on the technical language used to describe it.
EXAMPLE:
Use task-oriented, plain language: Log in on the Single Sign On screen with your NetID and NetID password.
Avoid an overly technical description: Authenticate into CAS with your NetID credentials.
3.3 – Definitions
If you have to include a technical word to make sense of the topic, find a way to define it for the reader. Some strategies include:
Use context to imply the meaning.
EXAMPLE: With two-factor authentication, you will log into a service with your NetID and password and then verify your identify on a second device.
Explain the term in a clause following its mention.
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Acronyms
On the first mention of an acronym, spell out the phrase, and then follow it with the acronym in parentheses. Once you have spelled out the phrase, you can continue to use the acronym.
EXAMPLE: Many services are behind the Central Authentication Service (CAS).
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Avoid using contractions. We use a more formal tone, and contractions are more informal.
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Capitalization
Capitalize names and proper nouns (names used for an individual person, place, or organization). Words like 'faculty' and 'staff' should not be capitalized.
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If the words you are referring to on the screen or device are in lowercase, write the instructions accordingly.
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Punctuation
In general, use commas, periods, semi-colons, and hyphens appropriately. Avoid exclamation marks, which do not fit the tone of a Knowledge Base article.
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Software access and installation
Virus detection and removal
Email set up
Wireless connectivity
Static IP assignment
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Standardized Terms and Phrases
The following words or phrases should be written or used in the following, standard ways when referring to them in your articles. For example, refer to the help center as the "ITS Help Center" or "Help Center," but do not refer to it as the "help desk" or "Husky Tech."
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