UMN

Checklist for Creating and Reviewing INTERNAL Knowledge

internal knowledge

• Process and Procedures

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• Article is unique (no duplicate knowledge articles)

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• Author has collaborated with knowledge owner and other stakeholders

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• When knowledge exists elsewhere, provides context and link to external knowledge

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• Style

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• Article Title 

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• Leads with the service or application name and version number(s) followed by a colon (when applicable)

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• Summarizes article contents

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• Content

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• First paragraph is a problem statement or description that provides context 

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• Sentences are concise and easy to scan, paragraphs are short

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• Content is well ordered; topics and subtopics are in a logical sequence 

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• Refer to "callers", "users", or “they” instead of “you”; use "their" instead of "your" 

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• Format

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• Topic and subtopic titles are formatted as headings

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• Use numbers for steps, bullets for lists

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• Link text clearly references the target content (see Create a Link in an Article)  Non-UMN content is clearly described and easy to use, Links open in a new window except for in-page jump-to links

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• Long articles have a table of contents (TOC) that use in-page (internal) links

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• Table(s) have a header row(s)

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• HTML is clean

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• Images/Video

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• Images are inserted (not attached)

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• Images have effective alternative text 

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• Images are associated with the step they define

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• Images have a ServiceNow-generated 1 pixel border (set in Insert/Modify Image window) to define edges when necessary

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• Application References

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• Application interface terms are referenced just as they appear in the interface

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• Application interface terms are in bold

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• ServiceNow Edit Form 

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• Service Offering represents the technology being addressed in the article

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• Technology field filled out unless no technology associated with Service Offering 

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• Assignment Group (ownership) is selected based on agreement between stakeholders

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• Keywords include words not already in the title or content area that you expect someone to use when searching for content, including technical terms, jargon, and abbreviations

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