What It Is
An Actionable Article is a knowledge asset designed to help someone complete a task or solve a problem in the moment of need. Unlike long manuals or conceptual documents, it focuses on action. It provides step-by-step, clear, and concise instructions that a person can follow without needing additional interpretation.
Think of it as the “GPS directions” of knowledge: short, precise, and guiding you from where you are to where you want to go.
Why It Matters
The goal of Find & Follow is to make knowledge usable at the exact time it’s needed. Employees often waste time hunting for instructions, sifting through overly detailed documentation, or asking coworkers for help. Actionable Articles solve this by being:
- Quick to find – clearly titled and tagged so employees know what problem it answers.
- Easy to follow – formatted as scannable steps with minimal fluff.
- Reliable – consistent in style and content so users trust them.
This reduces training costs, decreases errors, and empowers employees to work independently.
Examples
- IT Helpdesk: “Resetting Your Password in Office 365” → a short article with 5 steps and screenshots.
- Credit Union Teller: “How to Process a Wire Transfer in CU Base” → includes step-by-step clicks, what to verify, and when to escalate.
- HR: “Submitting a Vacation Request in Workday” → shows exactly where to log in, what fields to fill, and how to confirm submission.
- Customer Service: “Refunding a Payment in Shopify” → screen captures and steps to process the refund without confusion.
Each example is short, task-specific, and written so that someone with no prior explanation can succeed on the first try.