KBA standardization

[Surbhi Kaushik]

Hi,

We are currently updating our knowledge base and defining standard practices for KBA creation- Readable font with standard size, neutral color scheme for text and background. Would like to know some insights on these practices for KBAs.

Thanks in advance.

[Shashwat Rao]

Hello Surbhi,

below articles should help you start with some best standards to follow - 

https://www.servicenow.com/community/knowledge-managers/tell-me-about-your-knowledge-best-practices/... 

[mbernste]

Every company's requirements are different.  My suggestion is for the greatest compliance, do not be too complex with the formatting rules, or you will have issues with adoption.  Create a style guide in both an HTML and downloadable format so that knowledge authors can refer to something offline.  Once the style guide is written, conduct training sessions with the knowledge creators so that they understand the why and how of knowledge standardization as well as to be able to ask questions.  Finally, it is important that you get managerial buy-in for the guide to help with adherence.  

[chapmak]

Keep format simple.   Advise Verdana 10 pt for text body and 12 pt for headings.  Text should be black, use bolded red for emphasis.    The Verdana font was designed for text on monitors.   A new font by MS is Aptos and its replacing Calibri as the default font for Windows.   So that might help with imported items down the road.  Get it the font name and size be the default for the text editor so people start with what you want

Hate to be a buzzkill, but having a style guide is great, we have one, but people are going to do whatever they want to do.   You will have to edit each one submitted to keep continuity of style and to make them readable.   

[John_Wilkes]

I would recommend the style guide but I would keep it online and avoid anyone downloading as if or when you make updates you only want one source. Communications and training are critical for the launch and for any updates. Having a standard font, using headings, only using black text and bold to highlight words (red doesn't help if someone is colour blind) Having an approval workflow will also help you with compliance and setting review dates will help you maintain that compliance. Try not to do too many updates but make everyone aware that updates will be required as users and laws change especially around accessibility. Have authors realise that while they are an expert in their process or system, the person reading the article will probably not be. If they write their articles without assuming any previous knowledge your readers will understand better. Lastly give your readers an easy method to give feedback and ensure your authors regularly review that feedback. No point writing an article if its missing the mark. Hope this helps.