Help centre
/help. Public, no login.
A searchable library of self-help articles, grouped by category. Anyone can read it.
What to put on it
Section titled “What to put on it”The ten questions your desk answers every week. Not a comprehensive manual: a comprehensive manual is a thing nobody writes and nobody reads.
A test for whether something belongs here: have you sent the same canned response more than about ten times? If so, that answer belongs somewhere nobody has to ask for it.
Typical starting set for a school:
- How to connect to the school Wi-Fi
- How to reset your password
- How to book a repair
- What to do if your device will not charge
- How to print from a personal laptop
- What a loan device is and what to do with it
- How to install the software you are expected to have
Writing articles
Section titled “Writing articles”Under Admin, Knowledge base, gated by module.knowledgeBase and the
kb.manage permission. See knowledge base.
Published articles appear here. Drafts do not.
Practical advice
Section titled “Practical advice”Write for the person asking, not for the person answering. “Settings, Wi-Fi, pick SCHOOL-WIFI, enter your school password” beats “authenticate against the 802.1X SSID with your directory credentials”.
Include the thing that always goes wrong. Most of your articles exist because a step is confusing. Say so in the article rather than assuming it works.
Keep it short. An article that fits on a phone screen gets read.
Date-stamp the ones that go stale. An article describing last year’s Wi-Fi setup is worse than no article, because people follow it.
Linking to it
Section titled “Linking to it”The kiosk has a “Help and guides” option that opens it.
Beyond that, put it where people already are: your intranet, the automatic reply on the ICT mailbox, a QR code on the counter, the ICT page of your school app.
Search
Section titled “Search”Full-text search across published articles. It is the only navigation most people use, so titles matter more than categories.
Title articles as the question somebody would ask. “How do I connect to the Wi-Fi” is findable. “Network access configuration” is not.
Branding
Section titled “Branding”Carries your branding like every other public surface, so it looks like part of your school rather than a third-party product.