Start with the question, not the answer

Every article should begin with the question a user is actually asking. Write the title the way a user would search for it, not the way your internal team labels things.

Structure every article the same way

1. Title: specific, searchable, action-oriented
2. Overview: one to two sentences saying what this article does
3. Prerequisites or context: what the user needs to know first
4. Main content: steps, answers, or explanation
5. Escalation: what to do if this article does not solve the problem
6. Related articles: two to four links to next steps

Common mistakes to avoid

• Titles that describe the system instead of the task
• Articles that answer multiple questions at once
• Steps that assume prior knowledge without stating it
• Passive voice that makes instructions unclear
• Jargon or abbreviations without explanation
• Missing escalation paths for users who are still stuck

[INFO: Writing for AI] AI chatbots perform best when articles have clear titles, direct answers in the first paragraph, and no contradictions with other articles. Write the key answer at the top, not buried in the middle.