Title
The title includes name of a procedure, not the specific tasks.
Only the first letter in the title is capitalized, except for proper nouns.
Include the term "procedure" at the beginning of the title.
Example: Procedure––run a webinar
Policy
Include a policy heading
Write out the policy as a numbered list
Use the introduction style
Procedure
Include a procedure heading.
Decision statement
Under the procedure heading, write a statement that requires the reader to identify a variable or an input.
Example: When asked to change the account owner to a new user, first verify whether the requestor is currently the account owner.
Foldable sections
Include a foldable section for each option.
Example:
Request is the account owner
Detailed description of what to do next goes here...
Requestor is NOT the account owner
Detailed description of what to do next goes here...
Paragraph text - General
Capitalization
First letter of a sentence
Proper nouns
Elements on a screen (buttons, tabs, etc.)
Wording and formatting
Bold words that describe the main actions that are taken. Example: Click Account Settings to see a list of options.
Use numbered lists when describing a series of steps that must be done in order.
Use bulleted lists for descriptions with no particular order.
Paragraph text - Instructions
Black for all general instructions
Red for instructions that should be addressed with sensitivity and tact
Green for instructions indicating a smooth path toward resolution or completion
Italicize text that is meant to be spoken.
Example text
"Hi [name], for security reasons, our policy is that the current account owner needs to request a change in ownership.
Question: Is the current owner available?"
Not sure who the account owner is
Your current account owner is [provide only the account owner's first name]
If the requestor knows who the account owner is
"Great! Can you ask [account owner] to submit the request? Once I receive that, I'll be able to make that change."
The account owner is NOT available Jump below to 3. No, the current owner is not available
If the requestor still does NOT know who the account owner is
"OK. For security reasons, we will need for you to confirm the name of the account owner. Is there anybody on your team who might know the name of the account owner?"
Yes––"Great! Can you ask that team member to contact me with any questions?"
No––"OK. Do you know [provide the first name of an Admin on the account]?" >> Click for instructions
Yes––"Great! Can you ask that team member to contact me with any questions?"
No––"OK. Let me bring this up with a member of my team."
Escalate this ticket to your supervisor. How to escalate the ticket.
Yes, the current owner is available
"Great! Can you ask that team member to contact me with any questions?"
No, the current owner is not available (Doesn't work there anymore)
"OK. Do you or a team member have access to the previous account owner's email?"
Yes––"Great! I'm going to send an email to that email address. Will you respond to the email with a confirmation?"
No––"OK. I'm just going to confirm this request with the other Admins on the account." >> Click for instructions
Send email to all Admins on the account; copy/paste and personalize this script:
Tables
Use tables to describe what should be typed in fields fields on a form.
Use Header Row/Column when applicable
Example:
| Address | Phone Number | |
|---|---|---|
| Manager | ||
| Supervisor |
Hyperlinks
Use inline links for hyperlinks to other knowledge base articles that provide explanations which enhance the content within the article.
Include ">> Click for instructions" and hyperlink the text to the article.
Use new tabs for hyperlinks to other knowledge base articles that direct a reader to more relevant content.
Paragraph styles
Screenshots
Use screenshots sparingly in call flow articles.
Screenshots should be no wider than 800 pixels
If multiple screenshots are used, include a drop shadow for each screenshot.
Annotations
Use annotation presets.
Do not use more than 4 sequence annotations on a single screenshot.
Use Arrows to point out parts of the screen that need to be clicked or fields that need to be entered.