Example scenario

A software company has released a new product, and their customer support team wants to create a knowledge base article to help users troubleshoot common issues. Then, the assigned reviewer follows the procedure for reviewing knowledge base articles to ensure that the article is accurate, well-organized, and easy to understand. After the review, they make necessary revisions and publish the article, leading to a better user experience and reduced support inquiries.

Use case diagram

Workflow

1. Define the scope and purpose of the knowledge base article: Before reviewing any article, it is essential to understand the intended audience, purpose, and scope of the article. This will help ensure that the article meets the organization's standards and is relevant to the audience.
2. Check the article for accuracy: Verify that the information presented in the article is accurate, up-to-date, and supported by reliable sources. If necessary, conduct additional research to confirm the information.
3. Evaluate the article's structure and organization: Check that the article is well-structured and easy to follow. Verify that the article is divided into logical sections and that the content flows logically.
4. Check the language and tone: Ensure that the article is written in clear, concise language that is easy to understand. Verify that the tone is appropriate for the intended audience and that the article avoids technical jargon or overly complex language.
5. Verify the formatting and visuals: Check that the article is properly formatted, with headings, bullet points, and other formatting elements used effectively. Verify that any images, diagrams, or other visuals are clear and relevant to the content.
6. Check for consistency: Verify that the article is consistent with other articles in the knowledge base and follows any established style guides or formatting standards.
7. Verify that the article meets any regulatory or legal requirements: Depending on the organization and industry, there may be specific regulatory or legal requirements that must be met in the article. Check that the article meets these requirements.
8. Test the article: Finally, test the article to ensure that the information provided is accurate and helpful. This may involve using the information to solve a problem or answer a question, or asking a colleague or customer to review the article and provide feedback.

Results

•  The knowledge base article is reviewed and published. 

Benefits

• Improved accuracy: Reviewing knowledge base articles helps to ensure that the information presented is accurate, up-to-date, and reliable. This helps to reduce the risk of users encountering incorrect or outdated information, which could result in frustration and confusion.
• Increased usability: Reviewing knowledge base articles helps to ensure that the articles are easy to understand and follow. 
• Consistency: Reviewing knowledge base articles helps to ensure that articles are consistent in terms of structure, language, and formatting. This makes it easier for knowledge consumers to navigate and find the information they need quickly and efficiently.
• Compliance: Reviewing knowledge base articles helps to ensure that articles comply with any relevant regulatory or legal requirements. This reduces the risk of the organization facing legal or regulatory issues as a result of incorrect or incomplete information.
• Continuous improvement: Reviewing knowledge base articles provides an opportunity to identify areas where the knowledge base can be improved. This can help the organization to continually refine its content and provide the best possible support to its knowledge consumers.