Knowledge Base Quick Guide

Description

The IT Knowledge Base is an internal and externally published repository of self-help solutions, instructional guides, and essential details about IT services and systems. Articles should provide clear, accessible guidance. This guide establishes standards for content and formatting to be applied to articles. We suggest using the same terms for the same actions or objects throughout your article. Switching terms can confuse users and impair the effectiveness of assistive technology.

Details

To enhance the article creation process, we recommend maximizing the screen for a more focused and efficient writing experience.

Basics

Writing Style

Write for the Customer

Think about your audience’s background, goals, and current mood. Ask yourself:

How experienced is the reader with this topic? Aim for a 6th to 8th grade reading level.
What’s the reader’s goal (e.g., completing a task or doing research)?
Is the reader in the middle of a task, in a hurry, or frustrated?

Voice and Tone

Use a clear, helpful, and conversational tone.
Speak directly to the reader using "you."
Keep the tone informal and straightforward.
Be concise, use short words and sentences, and skip unnecessary details.
Be specific, and avoid vague language and filler.
Use an active voice,

Enhance Content Readability

Avoid using technical jargon in articles intended for public or internal use unless necessary. If you do use it, explain in simple terms.
Target a 6th to 8th-grade reading level to ensure your content is clear and accessible to a broad audience.
Use common words like Use instead of Utilize
Keep sentences short and straightforward.
Put the action first.
List one idea per sentence or step.

Keep Paragraphs Short

Limit paragraphs to no more than three sentences. Use short, descriptive headings to make it easy to scan.

Formatting Articles

Format Terms Abbreviations & Acronyms Hyperlinks & Emails Images Instructions

Format

After creating or updating an article, make sure its layout is clean and easy to read by applying the Normal (DIV) format.

Highlight the section text excluding your headers
Open the Format drop-down from the toolbar (2nd row, 2nd icon)
Scroll and select Normal (DIV).

Note: This ensures a consistent, well-structured article presentation.

Terms

Use consistent, inclusive language to support all users—whether they’re using a mouse, keyboard, touchscreen, or assistive technology.

Select or Click: Use device-neutral terms. Avoid using the word Tap, which is mobile-specific.
- Example: Select the “Settings” tab.
Visit: Use when linking to an external website.
- Example: Visit the ISU Web Page for more information.
Go to: Use for internal navigation.
- Example: Go to the Duo FAQ for more info.
Log in to: Use when prompting users to access a secure system or site.
- Avoid: Log into or Sign in (less consistent and less accessible).
Type: Use when asking users to input characters.
- Example: Type your username.
Enter: Use when asking users to submit or confirm something.
- Example: Enter your password.
Navigate: Use to guide users through a menu, path, or multi-step interface.
- Example: Navigate to the password reset section.
Scroll: Use when directing users to move through a page vertically or horizontally.
- Example: Scroll down to view all available categories.

Abbreviations or Acronyms

Always spell out the full term the first time it appears, followed by the abbreviation or acronym in parentheses. After that, use the abbreviation consistently for all later references.

Example: Idaho State University (ISU), Networking and Communications (NetCom)

Note: You can use abbreviations without explanation for well-known terms like API or HTML.

Hyperlinks and Emails

Use clear, clickable text with embedded hyperlinks. Add a relevant Font Awesome icon before the link to visually indicate the type of destination.

Example: Log in to MyISU with your ISU Username and Password, or Go to the DeviceNet article for more information
- Note: Use the appropriate Font Awesome icon based on the button's destination as necessary:
  - External links: Use the external link icon
  - Internal TigerTracks links: Use the link icon

Images

We aim to discourage the use of images unless they are necessary. While images can enhance visual appeal, those that require a click to reveal content may not be fully accessible to users with visual impairments. Additionally, some screen readers may struggle to interpret the image.

Instructions

Ensure you use bold words that clearly describe the user's needs to enhance clarity and make the information easily identifiable.
Copy buttons or text exactly as shown. If a button is in all capital letters, be sure your article follows that format.
Do not use bold formatting for hyperlinks.
- For example, Click "Forgotten or Expired Password" or Log in to MyISU and click the University Resources link (far left).

Organizing Content and Structure Elements

Buttons Bullets Numbers Notes

Buttons

When writing articles, use "Select" instead of "click" or "tap." Select is a more inclusive and device-neutral term that works across all input methods, including mouse, keyboard, touchscreen, and assistive technology, making it accessible to everyone.

Buttons: When describing a button, copy the exact wording; don't simply Select the button. '
- Note: Use the appropriate Font Awesome icon based on the button's destination as necessary:
  - For external links, use the external-link icon.
  - For internal TigerTracks links, use the link icon.

e.g., Select the NEXT button or Select the Recover your Username or Reset your Password link

Note: If describing an action without a link, bold the action text. If the action includes a link, hyperlink the text without using bold formatting.

Bullets

Bullets: Use for items where order doesn’t matter (unordered)
- Use the Disc (filled-in circles) for first-level bullets
  - Use the Circle for second-level bullets
    - Use the Square for third-level bullets
Numbers: Use for step-by-step instructions (ordered)
- Numbers from one to nine should be written as words, as they are easier to read.
- Numbers from 10 upwards should be presented as numerals
  - Limit each step to no more than two related actions

Numbers

Write out numbers 1–9
- Use words for single-digit numbers (1 through 9) when they’re part of a sentence.
  - Example: “You have three options.”
- This helps screen readers pronounce the sentence more naturally.
Use numerals for 10 and above
- Use digits for numbers 10 and higher.
  - Example: You must complete this in 15 minutes.
Use commas in large numbers.
- Make numbers easier to read by using commas:
  - Correct: 1,000
  - Not recommended: 1000
Avoid Roman numerals
- Screen readers can misinterpret or mispronounce them.
Time & dates
- Use full words for clarity:
  - Preferred: “April 16, 2025, at 2:00 PM”
  - Avoid: “04/16/25 at 14:00”
Currency and symbols
- Always include a space and use full words where possible:
  - Preferred: “$5” or “five dollars”
  - Screen readers may not interpret “$” alone correctly without context.

Notes

When including notes, start with Note: in bold, followed by the note content.

Note: This is the preferred way to list a note in Knowledge Base articles. This formatting helps important information stand out for readers.

Permissions

	Client	Contributor	Knowledge Manager	Service Manager
Add Articles
Address Feedback
Always Edit Articles
Delete Article Feedback
Delete Articles
Edit Archived Articles
Edit Owned Articles
Modify Article Templates
Modify Categories
Modify Shortcuts
Publish Articles
Review and Approve Drafts
Review Articles
View All Articles
View Articles Regardless of Status
View Knowledge Base

General Settings

Order / Pin

By default, articles in each category are sorted alphabetically. This happens because the Order field is set to 1.0 for all articles; no custom order is applied.

Do not change the order of public articles. The Knowledge Base Administrators manage ordering for public articles.

To Set a Custom Order (for internal article use only):

Update the Order field with different numeric values (e.g., 1.2, 2.0, 3.0).
Articles will appear in ascending order based on these numbers, overriding the default alphabetical sort.

Important Note: Do not check the Pin Article box.

Subject

To ensure clarity and consistency, the article subject (title) should follow this format:

Topic > Product (if applicable) > Audience (if applicable)

This structure enables users to locate relevant information quickly.

Topic – The main subject or action (e.g., How to Reset Password).
Product (optional) – The specific product or service (e.g., Microsoft 365).
Audience (optional) – The intended users (e.g., Students, Staff, Faculty).
- Examples:
  - Searching the ISU Class Schedule in MyISU for Students
  - View and Pay Fees in MyISU

Note: The above pattern covers most articles, but exceptions exist, such as FAQs. The FAQ template follows a Topic<FAQ pattern.

Example: DegreeWorks FAQ

Body

Templates

Templates are a powerful tool that makes article creation faster, cleaner, and more consistent—ultimately improving the overall user experience.

Saves Time: Skip starting from scratch—fill in the blanks and go.
Ensures Consistency: Maintain uniform formatting and language for easier reading and navigation.
Reduces Errors: Built-in structure helps prevent missing key details or steps.
Improves Clarity: A well-organized layout makes even complex topics easier to understand.

Available Templates

Main Body: Do not change the style, size, or format of these templates—they are intentionally designed to maintain consistency across the Knowledge Base.
- FAQ Articles
- How To Articles
- Troubleshooting Articles
Supporting Elements
- Accordions
- Buttons
Customized Footers

Note: To request a new template or customized footer, submit a TigerTracks Announcement or Change Request and include the following information:

Title: New Knowledge Base Template Request
Detailed Description: Include your department name and a clear explanation of the template or footer you're requesting.
Preferred Contact Number: Provide the best number to reach you for follow-up.

How to Use Templates in the Knowledge Base

Main Body Templates

Select a Template:
1. In the top menu bar, click on the Templates drop-down
2. Locate the 1-Main Body template section
3. Choose the template that best fits your article type.
Add a Description:
1. Scroll to the Description area.
2. Type a short summary or overview of what your article is about
Build Your Article:
1. Go to the Details section.
2. Start adding your content—headings, text, images, or any other elements relevant to your article.

Supporting Elements

Accordions Buttons Footers

Accordions

Note: It is suggested that each accordion should be used once per article. If you need to use them multiple times, you will need to edit the source code.

Select a Template:
1. Click the Templates drop-down in the top menu bar
2. Scroll to the Accordions section
3. Select an Accordion template that best suits your article
  - Note: The number after an accordion template indicates how many accordion sections it contains.

Buttons

Tip: To keep the button layout intact:
- Add your text before removing the placeholder.
- Avoid editing via Edit Link, as it can break the two-line format.

Select a Template:
1. In the top menu bar, click the Templates drop-down
2. Scroll to the Buttons section
3. Select a Button template that best suits your article
  - Note: The number after a button template indicates how many buttons it contains.
Enter your Button Link:
1. Hover over the Button and right-click your mouse
2. Select Edit Link
3. Go to the Link Type drop-down and Select the desired option
4. Go to Protocol and Select the desired option
5. Type in the requested information
6. Click OK (blue button)

Footers

Select a Template:
1. In the top menu bar, click the Templates drop-down
2. Scroll to the Footers section
3. Select a Footer template for your area

Source

Source code formatting refers to the underlying HTML structure and styling that ensures articles remain clean, consistent, and easy to maintain.

Note: Editing source code is considered an advanced feature and should only be done by users who have received training from a Knowledge Manager to follow best practices and avoid formatting issues.

Basic Use Case

Accordion formatting — required when using multiple drop-down sections (accordions) within a single article.

Justification, Font, Formatting, and Size

Justification

Knowledge-based articles can be formatted using alignment options in the editing menu to enhance readability and visual structure. Use alignment thoughtfully to support clarity without distracting from the content.

Available alignment options include:
- Left
- Center
- Right
- Justify
You can modify margins automatically by using the increase or decrease indent icons.

Font

The font style in the TigerTracks Knowledge Base is preset. Do not change the font type.

Formatting

The header fonts are predetermined in templates. Please review each article section information individually to ensure it uses the Normal (DIV) format and preserves proper header formatting.

Headers

Heading 1: Article Subject (Title) Represents the article's main topic.
Heading 2: Main Body Templates Organizes content into clear, structured sections.
Normal (DIV): Accordion and Button Templates Subsections for interactive elements that improve readability and navigation.
Heading 4: Footer Templates Pre-designed sections at the bottom of a webpage or document, ensuring consistency across pages. Typically includes:

Normal (DIV)

Normal (DIV) is the standard font element for TigerTracks Knowledge Base articles. Please review all article sections to ensure they are appropriately assigned the Normal (DIV) format for consistent spacing.

Size

For clarity and consistency, we recommend keeping the default font size in your articles.

Styles

The Special Container is the only approved style feature used. It enhances visual appeal and separates sections in Knowledge Base articles.

Select the Styles dropdown from the menu and select Special Container
Type your special container text
Highlight the information
Select the Format from the menu and select Normal (DIV)

Publishing and Archiving Articles

Not Submitted Submitted Approved Rejected Archived

Not Submitted

Use this status when an article is still being developed and lacks a resolution. It should capture the issue, relevant details, and any available context.

Purpose: Prevents duplicate work, especially in complex environments where resolutions take time.
- Note: This is a temporary status.
Next Steps: Articles in a Not Submitted status should eventually move to:
- Submitted – Not Validated
- Approved – Validated
- Archived (if unresolved and holds no value)

Submitted

The article includes a resolution but hasn’t been reviewed against content standards and is often created by Contributors who don’t have approval authority.

Purpose: Captures valuable knowledge early, even if imperfect.
Guidance: Use only if relevant, and you trust the resolution.

Who Can Submit: Contributors

Who Can Approve: Knowledge Managers or Service Managers

Approved

The article meets all content standards and contains a trusted, complete resolution.

Approval Criteria:

Confidence: The resolution has been:
- Information has been confirmed as accurate by the appropriate team
- The issue has been successfully tested or replicated
- Deemed trustworthy by the Knowledge Manager or Service Manager
Compliance:
- Follows content standards
- Written with the client in mind

Note: This article is considered reliable and reusable.

Rejected

A Knowledge Manager or Service Manager reviewed the article, but it did not meet the quality standards.

Reasons:
- Incorrect resolution
- Missing or incomplete steps
- Incorrect formatting
Purpose:
- Provides clear feedback to the Contributor
- The article must be revised before re-review

Archived

Used when an article is no longer relevant or holds no continuing value.

Why Archive Instead of Delete?
- Maintains links to past service requests
- Prevents broken references
Visibility:
- Hidden from search and browse
- Still accessible via direct links or advanced search

How to Archive Knowledge Articles in TigerTracks

Use the steps below to remove an article from public view while keeping it accessible internally for reference.

Locate and Edit the Article

Navigate to the article you wish to archive.
Click the Edit Article button (black-right side)
Select the Settings Tab below the article title

Update the Category

Navigate to the Category field
Select the x next to the current category to remove it
In the Category field, type Archive and select the appropriate category:
- Archive: For articles that should be hidden temporarily or may be needed again later.
- Archive for Deletion: For articles that are no longer useful and are scheduled for deletion based on the TigerTracks deletion timeline.
Scroll to the Status field and Select Archived from the drop-down.
Scroll to the bottom of the page and Click the Save button (black, left side)

Note: Knowledge Base articles are reviewed for deletion twice a year. Before deletion, the Strategic Technologies Team will send a list of archived articles to each area’s Knowledge Manager for final review.

Contact Month	Deletion Month
November	December
June	July

Training

To request Knowledge Base Training, submit a TigerTracks Announcement or Change Request and include the following information:

Title: New Knowledge Base Training Request
Training Topic: Please provide a summary of the training you’re requesting.
- Example: “Creating and formatting Knowledge Base articles,” “Using templates in TigerTracks,” or “Advanced source code editing.”
Preferred Date(s) and Time(s): List a few options that work best for you.
Additional Notes: Include any relevant details, goals, or specific areas you’d like to cover.

Contact ITS if you need additional assistance

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