Support Documentation

Present content in an order that makes sense
Include numbered steps and/or bullet points to be as clear as possible when explaining processes
Always include visual examples
When referring to specific parts of the account system, be clear to use the correct naming conventions and location descriptions
Put yourself in the shoes of the customer and try to answer any potential questions that customer would have in the article
Bold important phrases or words that refer to buttons or specific locations. Also remember to use ">" when describing a two step process involving going from one location to another.
- ex: Once Upload Media is clicked you are directed by default to Upload > From Computer. Click Choose Files and select the media files from your computer.

Choose meaningful screenshots that visually focus on the content being described in the article
Provide gif animations when possible to show a quick process to be taken
Illustrate on the images to point out specific locations or processes, for example a red box or arrow
Include a black border around the image with shadowing
Place mouse in screenshot to indicate what the user is being instructed to do

Try to start titles with a verb (where applicable) to describe what users will learn how to do themselves
- For example, "Upload From Your Computer" - That way it remains clear what the user will read about and potentially perform on their own after reading
Keep titles short (~4-5 words)

Group articles (folder style) together that correspond to the same topic, that way users can easily navigate to one or more articles on their topic of choice
- For example, if the folder is titled "Uploading your Files," then there could be several article within that group like "Upload from your Computer," or "Upload using Links."