
Publication and refresh
Assign internal links, images, a reviewer, and a future review date. Publication is the beginning of maintenance, not the end. Use actual customer questions to check whether the plan is useful.
Use recurring customer questions and information gaps to choose topics. Avoid producing several articles that answer the same question in different words. Check what happens after the customer clicks, submits, or calls.
- A written brief
- Named responsibilities
- Agreed review points




