Checklist for Creating and Reviewing INTERNAL Knowledge
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Process and Procedures
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Article is unique (no duplicate knowledge articles)
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Author has collaborated with knowledge owner and other stakeholders
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When knowledge exists elsewhere, provides context and link to external knowledge
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Style
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Article Title
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Leads with the service or application name and version number(s) followed by a colon (when applicable)
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Summarizes article contents
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Content
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First paragraph is a problem statement or description that provides context
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Sentences are concise and easy to scan, paragraphs are short
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Content is well ordered; topics and subtopics are in a logical sequence
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Refer to "callers", "users", or “they” instead of “you”; use "their" instead of "your"
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Format
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Topic and subtopic titles are formatted as headings
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Use numbers for steps, bullets for lists
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Link text clearly references the target content (see Create a Link in an Article) Non-UMN content is clearly described and easy to use, Links open in a new window except for in-page jump-to links
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Long articles have a table of contents (TOC) that use in-page (internal) links
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Table(s) have a header row(s)
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HTML is clean
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Images/Video
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Images are inserted (not attached)
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Images have effective alternative text
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Images are associated with the step they define
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Images have a ServiceNow-generated 1 pixel border (set in Insert/Modify Image window) to define edges when necessary
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Application References
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Application interface terms are referenced just as they appear in the interface
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Application interface terms are in bold
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ServiceNow Edit Form
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Service Offering represents the technology being addressed in the article
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Technology field filled out unless no technology associated with Service Offering
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Assignment Group (ownership) is selected based on agreement between stakeholders
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Keywords include words not already in the title or content area that you expect someone to use when searching for content, including technical terms, jargon, and abbreviations