What this structure is for
Organize answers around customer tasks instead of the structure of your own company. Start with the smallest path that gets a reader to a result, then add reference and recovery material around it.
How to use it
- Replace every generic noun with the language your customers use.
- Give each page one job and one clear next step.
- Name an owner and review interval for facts that change.
- Publish early, then use search and feedback to find the gaps.
Page-by-page writing brief
Start here
Route customers by the task they came to complete.
Include: Top tasks, search, service status, new-user path, and contact expectations.Account
Resolve access, profile, security, and team questions.
Include: Sign-in recovery, roles, invitations, profile settings, deletion, and safeguards.Using the product
Explain customer jobs in their language.
Include: Goal, prerequisites, numbered steps, result, alternatives, and related tasks.Billing
Make money and entitlement questions unambiguous.
Include: Plans, invoices, payment changes, taxes, cancellation, and refund policy.Troubleshooting
Diagnose from a visible symptom.
Include: Symptom, checks in order, resolution, data to collect, and escalation route.