kennisartikelen

Kennisartikelen are concise, task-focused articles in a knowledge base that explain specific topics, problems, or procedures to help users find reliable information quickly. They are used in customer support, IT service management, and internal knowledge management.

They usually include a clear title, a brief purpose, prerequisites, step-by-step instructions or explanations, and a troubleshooting or FAQ section. Language is plain, neutral, and free of unnecessary jargon to be understandable by a broad audience. Visuals or screenshots may accompany but are not required.

Creation and governance: Articles are created by subject matter experts and often reviewed by editors or stakeholders. They go through versioning, approval, and periodic reviews to remain current. Metadata such as tags, categories, and last updated dates improve searchability.

Quality and style: Good knowledge articles are accurate, complete, and concise. They use a consistent template, provide concrete outcomes, include links to related topics, and incorporate risk warnings or prerequisites when needed.

Use and impact: The primary aim is to enable self-service, reduce escalation, and support onboarding and training. They support consistent information across teams and improve user satisfaction.

Relation to broader concepts: Kennisartikelen are part of knowledge management and knowledge bases, distinct from full manuals but complementary to policies and product documentation. They are designed for quick access and easy navigation.