Templates
While every organization and support site is different, there are definitely some patterns. And where there’s a pattern, there’s likely space for a template. Learn more about the templates I’ve created and complete a form to get links to these resources.
Quick disclaimer:
These resources are a work in progress – I expect them to flex as technology and opinions change. If you’d like me to notify you of any major updates, please indicate this on the form!
Style Guide template
Even if your organization has a content style guide, there are certain considerations you might need to include when thinking about support content. I’ve created a template with all of the best-practices I’ve learned over the years. I’ve also included lots of tips and instructions for how to use the template, whether you’re starting from scratch or looking for ways to optimize some guidelines you already have in place.
The template is in a Google-doc format, intended for you to duplicate and edit to whatever suits your project, organization, or industry needs!
When using this template:
Understand that this resources is extremely robust. It includes guidance that you should plan to delete as you customize it for your needs, so don’t get too overwhelmed at first glance. The template is intended to get you thinking about the different choices and components that can exist in your help center, and it often works well with a shorter, complementary resource that summarizes the main points for everyday use.
Help Center layout template
If you’re working to create or optimize your help center, you’ll want to start thinking about an intentional layout. A thoughtful layout not only sets a positive impression for users, but it’s actually a key element that AI tools use to learn about your content.
I’ve created a “template” intended to give you a framework and examples for mapping out a help center layout and even managing your project if you choose to use Miro for that. Nothing is 100% required – everything will always depend on your specific needs!
This template lives in Miro, an amazing platform for visually mapping your support site. I’ve included suggested categories, sections, and articles based on a site using Zendesk. You will almost certainly need to adjust based on your organization and the platform where your support content is published. You should see comments from me on notable areas that vary across help centers along with other tips!
To access the templates
The form below will include links to the above resources on the confirmation page. I appreciate you taking the time to complete it!
And I promise, I don’t have time to send a ton of emails, if any at all. I’m mostly looking to get a better idea of who is using these resources + I’ll let you know about any major changes to either of these templates if I ‘release’ any new versions of them. (Expect ‘new’ version updates sometime this winter as my course on support content is finalized and published!)
