Knowledge Base Article Authoring SOP

Standard procedure for reviewing templates, drafting knowledge base articles, optimizing for search, publishing content, and managing revisions.

Steps

• Review the article template and scope
  The author verifies that the selected template matches the article purpose, audience, and support level. 1. The author reviews the article objective and confirms the problem statement. 2. The author checks the template sections required for this content type. 3. The author identifies the target audience and expected user action. 4. The author records any scope limits, dependencies, or exclusions. If the template does not match the intended use, the author escalates to the knowledge manager for template selection or revision.
• Gather source material and verify accuracy
  The author collects authoritative source material and confirms that each source is current. 1. The author reviews product documentation, process notes, or policy references. 2. The author identifies any missing details that require SME clarification. 3. The author records source dates, version numbers, or document links where available. 4. The author flags conflicting information for resolution before drafting. If source material is outdated or contradictory, the author escalates to the content owner before continuing.
• Draft the knowledge base article
  The author drafts the article in the approved template using concise, user-focused language. 1. The author writes a descriptive title that reflects the user problem or task. 2. The author adds a short summary that states the article purpose. 3. The author writes the body content in logical sections with one idea per paragraph or step. 4. The author includes screenshots, links, or examples only where they improve clarity. 5. The author removes unsupported claims, duplicate content, and internal jargon where possible. If the draft cannot be completed without missing information, the author marks the gap and escalates to the subject matter expert.
• Optimize the article for search and discoverability
  The author improves the article so users can find it quickly through search. 1. The author identifies the primary search term and related terms. 2. The author places the primary term in the title or first paragraph where appropriate. 3. The author adds clear headings that match common user questions. 4. The author updates tags, categories, and metadata according to the platform rules. 5. The author checks that the article remains readable and natural after optimization. If keyword placement makes the article unclear or repetitive, the author revises the wording before publishing.
• Review the article for quality and compliance
  The reviewer checks the article against the quality checklist before release. 1. The reviewer verifies factual accuracy and completeness. 2. The reviewer confirms the tone, terminology, and formatting match the style guide. 3. The reviewer checks links, screenshots, and references for validity. 4. The reviewer confirms the article has no unresolved comments or tracked changes. 5. The reviewer records any non-conformance and assigns corrective action if needed. If the article fails review, the reviewer returns it to the author for correction before publication.
• Publish the approved article
  The publisher releases the approved article to the knowledge base. 1. The publisher confirms approval is complete. 2. The publisher selects the correct category, audience, and visibility settings. 3. The publisher publishes the article version and records the release date. 4. The publisher verifies that the live article displays correctly. 5. The publisher notifies stakeholders if the content affects customer or internal workflows. If the published version does not match the approved draft, the publisher escalates immediately and retracts the article if necessary.
• Log revisions and monitor feedback
  The owner records post-publication changes and monitors article performance. 1. The owner logs the version number, change summary, and date of each revision. 2. The owner reviews user feedback, search queries, and article usage data. 3. The owner identifies content that requires clarification, correction, or retirement. 4. The owner schedules updates based on priority and impact. 5. The owner escalates recurring issues that indicate a process or training gap. If feedback indicates a factual error or compliance issue, the owner initiates a correction immediately and marks the article as a non-conformance if required.