Internet businesses have no shortage of "learn, help and support" content for online creative software tools, but they know that their fastest-growing segment—novice users—can struggle to find answers to seemingly simple questions like, "How do I Crop this photo"? Wait for the frequently asked questions, which are hard to find for a while. Naturally, it becomes even more important to structure online help documentation to provide users with easy-to-access and find learning, help, and support content.
Common pain points and challenges in the enterprise help center:
Organize and manage content: Enterprises usually have a large number of products and services, and how to organize and manage this content is a challenge. The scope and target audience of each document need to be clearly defined, and relevance and consistency between documents must be ensured.
Update and maintenance: As products and services are updated and changed, help documents also need to be updated and maintained in a timely manner. Make sure the documentation is consistent with the latest product version, fix bugs and add new content in time.
Metadata: Since there is no content model, there is no strategy for applying metadata to describe the content, leaving users with no insight into the subject matter and meaning of content items, and no clear way to discover content relevant to their needs.
Governance : Faces myriad challenges in managing, maintaining and governing their ability to learn, help and support content, including missing content, redundant content, content of unknown origin, “orphaned” or unowned content, and outdated content.
To solve these pain points and challenges, Baklib provides the following solutions and cases:
Flexible content management: Baklib provides an easy-to-use content management system that can help companies organize, manage and publish online help documents. Users can create and edit documents as needed, and collaborate with team members through version control and collaboration features.
Search function: Baklib provides a powerful global search function, which can help users quickly find the required information. Search results can be sorted by relevance and provide relevant tags and suggestions.
Data analysis and feedback: Baklib provides data analysis and feedback functions that can help companies understand user needs and behaviors. By analyzing users' search keywords and access paths, enterprises can optimize the content and structure of help documents.
Multi-level column: Classified display of questions, using a tree-like directory structure, through the document outline, can automatically generate the main points of the document;
Data security issues: Baklib supports backup downloads, setting in the background - backups can be used for backup downloads; there will also be corresponding regulations in the contract to ensure the security of relevant data; articles are prohibited from being copied: after opening, the content of articles will not be copied, and cannot be accessed by shortcut keys ctrl+c or select and drag to copy; enable watermark setting for articles: after enabling, watermarks can be set for the content of articles, and the set watermarks will appear on the background of articles, which is a very good protection measure for data security.
Steps and precautions for building online help documents:
Determine needs:
First, identify the learning, help, and support content you want to provide to your users. This may include FAQs, how-to guides, tutorial videos, etc.
Choose the right tool:
Choose the right tool according to your needs to build online help documentation. Some commonly used tools include static web page generators (such as Jekyll, Hugo), content management systems (such as WordPress, etc.), or specialized online help documentation platforms (such as Yuque, Baklib ).
Design document structure:
Before building online help documentation, design the structure and layout of the documentation. Considering the user's usage habits and needs, organize the content according to reasonable classification and hierarchy, so that users can quickly find the information they need.
Write content:
According to the document structure, start writing the content of the help document. The content should be concise and focused, and try to use simple and easy-to-understand language to explain technical terms and operation steps. Diagrams, lists, and examples can be used to help users understand.
Add search function:
In order to make it easier for users to find content, it is recommended to add a search function to the online help documentation. Users can quickly find the information they need by searching through keywords.
Test and Feedback:
Be sure to test the built online help documentation before releasing it. Make sure links work, content is accurate, and users can easily find the information they need. At the same time, users are encouraged to provide feedback to improve and complete the help documentation.
To sum up, building online help documentation requires determining requirements, selecting appropriate tools, designing document structure, writing content, adding search functions, and conducting testing and feedback. Challenges for enterprise help centers include organizing and managing content, updating and maintaining, and multilingual support. Baklib provides solutions such as flexible content management, intelligent search and data analysis to help enterprises build and manage online help documents.
