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Knowledge Base
Writer Guide
How to write clear, searchable, and AI-ready knowledge base articles across all formats — from how-to guides and FAQs to SOPs and chatbot content.
Getting started with article writing
Understand the VRSJO writing approach, tone, and structure before you begin. Every article should answer a clear question, be organized with a consistent format, and write for both humans and AI.
How-to articles
Step-by-step guides that help users complete a specific task. Use numbered steps, state prerequisites clearly, and include an escalation path at the end.
FAQ articles
Short, direct answers to questions users actually ask. Sourced from support tickets, chat logs, and onboarding calls. Essential for AI chatbot training.
Troubleshooting articles
Symptom-to-solution structure that helps users identify a cause and apply a fix. Lead with the symptom in the title, not the technical description.
SOP documentation
Internal process guides that document how employees complete specific tasks. Reduces reliance on tribal knowledge and supports consistent execution.
AI chatbot content
Content structured for AI chatbot use. Direct answer blocks, clear source material, escalation logic, and fallback responses all need special attention.
Quality checklist — run before every article
Does the title match how users would search for this?
Does the article answer only one question?
Are steps numbered and specific?
Is there an escalation path for users still stuck?
Is the terminology consistent with other articles?
Is the content current and accurate?
Is the answer safe and complete enough for chatbot use?