| # 📘 2. Knowledge Base Structure & Information Architecture Best Practices | |
| --- | |
| ## 1. Create a Logical Hierarchy | |
| Use broad categories, then subcategories: | |
| - Product / Features | |
| - Account & Billing | |
| - Getting Started | |
| - Troubleshooting | |
| - Policies | |
| Each article should naturally fit in one place. | |
| --- | |
| ## 2. Use Strong Naming Conventions | |
| Titles should be: | |
| - **Actionable** (“Set Up Two-Factor Authentication”) | |
| - **Predictable** | |
| - **Search-friendly** | |
| Avoid internal jargon. | |
| --- | |
| ## 3. Choose a Taxonomy Style | |
| Successful KBs use: | |
| - Hierarchical categories | |
| - Tags | |
| - Metadata (audience, version, difficulty) | |
| Tags must be purposeful. | |
| --- | |
| ## 4. Avoid Overcategorization | |
| **Rule:** If a category has fewer than **5 articles**, merge it. | |
| Less is more. | |
| --- | |
| ## 5. Build With Search in Mind | |
| Improve findability by: | |
| - Using natural language | |
| - Adding synonyms | |
| - Enhancing metadata | |
| - Avoiding duplicates | |
| --- | |
| ## 6. Establish Ownership | |
| Assign owners: | |
| - Support | |
| - Product | |
| - Engineering | |
| - Knowledge Manager | |
| Without ownership, structure deteriorates. |