Drawing A Line

DavidReynolds — Wed, 26 Aug 2026 13:52:00 GMT

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.

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Drawing A Line