Knowledge Base

This one walks you through building help centers that actually deflect tickets instead of becoming content graveyards. It covers the full lifecycle: designing taxonomy around user goals instead of feature menus, writing scannable articles with numbered steps and bold keywords, optimizing search with three-layer keyword strategies (title terms, synonyms, and literal error strings), and measuring what matters through deflection rates rather than pageviews. The core insight is solid: most users will search, not browse, so every article title needs to match the words people actually type when something breaks. It also includes card-sorting exercises to validate your categories and formulas for tracking whether articles actually resolve issues or just rack up contact-us clicks.