Organizing HC articles for dual product experiences

  Hi @jwren 

This is a conundrum I think many of use have encountered.

From experience, we need to think about the effort required in maintenance of said articles.

The options I can think of are:

• Having both versions in the same article

Requires modifying all articles in the future when OLD UX goes out of production. LEAST LIKED OPTION. From a knowledge management strategy this is not a good idea.

• 1 Article ONLY

Ideally you would just keep one article, but this will depend on how similar the two UXs are. If they are similar, then from a knowledge centered service point of view, you up date the content when users start to point out discrepancies. RE-use is review as they say. So people reading the content will tell you what needs updating.

• 1 Article for each UX

Creating articles for 'versions' is often a good way to go, but will require some effort on managing the separation. Here we have two options; Tagging or Categorisation. You could use a category to collect PREVIOUS VERSIONS, so all 'old' articles are held there.

My suggestion would be; create the new article and have it in the category where it should be. The 'old' article file away in a separate category at the end of your navigation. That way any links to the original article will still work but the new article is front and center.

Hope that helps.