INTRODUCTION/PURPOSE
This document is intended to provide a structural outline for use by persons who will be creating knowledge base articles for UI Financial Services.
POLICY
PROCESS
PROCEDURE
Fonts
- Choose a font that is easy to read. Avoid script or decorative fonts.
- Use a 12 point font for the body of the document
- Use a 16 point font for the title
- Use underlines …..
- Use bold….
- Use italics…..
- Use highlighting
Formats
- Capitalize the title and main headings
- Underline the main headings within the document
- Use bold for sub-headings
- Do not indent the paragraphs, use a single space between paragraphs, as needed
General Information
- This structure is intended to encompass most documentation that will be created. There may be instances where additional headings may be needed. Keep them as generic/general as possible, so they can be used for multiple documents.
- Avoid departmental references or other specifics within the document. (e.g. Don’t say “Joe Vandal in Auxiliaries requests that data entry be done on Monday afternoons.” Instead say “Departmental administration requests that data entry be done as guided by the business manager”.) It helps with departmental flexibility and helps alleviate the need for numerous edits if departmental names or process changes occur. We should know the associated department by the title and ownership information.
- Use hyperlinks to relevant departmental websites as needed for additional information. Avoid duplication of content.
- Use snapshots, pictures, and other visual aids in the detail section to help users navigate through the document.
- Try to make the document as user-friendly as possible. Avoid technical or unfamiliar jargon.
- Do use common university report and system names for navigation and training.
Document Outline
The following describes the format for the creation of a knowledge base document:
TITLE
- Choose a document title that is descriptive of the intent of the document
- Add the department for whom the document
INTRODUCTION/PURPOSE
- Audience – Who is this document intended for?
- Why do we need this document?
- What is the purpose of this document?
POLICY
Identify relevant university policies and procedures related to this process (include links to those in your document)
PROCESS
- Identify the activities, who will complete an action, and the workflow of the activity. (Include workflow diagrams, as applicable.)
PROCEDURE OVERVIEW
- Show the individual steps that are in the Procedure Detail
PROCEDURE DETAIL
- Identify individual steps w/ associated screen shots
- Include helpful notes and tips
- Wherever possible add links to relevant departmental websites
NOTES AND COMMENTS
- Add any helpful notes or comments that will make the process easier for the user
DOCUMENT OWNER
- Who is responsible for this document?
- Who do people contact if they have questions about this document? Typically this would be a department head as opposed to a named individual.
DATE CREATED/EDITED AND EDITOR
- For each edit, add the date and the editor. (I think that TDNext may do this for you???)
- The newest edit date and editor should be on top of the list.
NOTES AND COMMENTS
The document is intended to be a user-friendly, step-by-step guide to helping departmental personnel navigate and successfully process university transactions and records.
DOCUMENT OWNER
UI Financial Services