Knowledge bases face many challenges

Online knowledge bases need to provide How-Tos; step-by-step guides; videos; PDF guides; diagrams; tips and best practice—a diverse collection of learning media to encompass a mix of learning requirements and styles.

However, online knowledge bases face many challenges, such as continually building and adding content, and, moreover, ensuring that content is both relevant and accessible to users of varying requirements and levels of expertise.

A recent trend in technical communications that best illustrates this is the adoption of a more conversational and nuanced tone of voice. Both Mozilla and Microsoft have reportedly used this to significant effect, claiming an increase of 13% in their online knowledge base hit rate.