1
Structure for scanning, not reading
- Use clear headings, numbered steps, and short paragraphs so people find answers fast.
- Put the most common questions and procedures first; bury edge cases at the bottom.
- Add screenshots only where they prevent mistakes; too many make docs hard to maintain.
2
Make docs findable
- Store documentation where people already work: internal wikis, shared drives, or tool-native help.
- Use consistent naming conventions so search works and people can guess where to look.
- Link related docs together so one answer leads naturally to the next.
3
Keep docs alive
- Assign an owner for each document and tie updates to system change processes.
- Use lightweight review triggers: if the system changed, the doc gets reviewed.
- Measure effectiveness: if the same question keeps coming, the doc isn't working.