Knowledge Managers and Creators, where do you draw a line?
I'm stuck between reducing the number of user-facing technical support "How to" articles, which crams a lot of content into each, or having a lot of much shorter articles that address fewer resolution options.
What criteria do you use to determine the overall amount of content in a single article?
I'm writing these articles without AI because while Copilot, Gemini, etc. provide basic information (e.g., update your device drivers), they don't cover the nitty-gritty of how to perform these actions.
For example, some articles have more than a dozen topics, which may be overwhelming for readers.
My overall goal is using knowledge to reduce ticket count but I don't want to drown them in a sea of information. When do you hit a limit?
Thanks for your comments.
