Checklist for Creating and Reviewing INTERNAL Knowledge

Article is unique (no duplicate knowledge articles)

Author has collaborated with knowledge owner and other stakeholders

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

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

Summarizes article contents

First paragraph is a problem statement or description that provides context 

Sentences are concise and easy to scan, paragraphs are short

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

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

Topic and subtopic titles are formatted as headings

Use numbers for steps, bullets for lists

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

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

Table(s) have a header row(s)

HTML is clean

Images are inserted (not attached)

Images have effective alternative text 

Images are associated with the step they define

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

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

Application interface terms are in bold

Service Offering represents the technology being addressed in the article

Technology field filled out unless no technology associated with Service Offering 

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

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