TTC ADMINS: TTC Knowledge Base Article Review Process

A PDF file is attached to this article containing a flowchart outlining the review process for knowledge base articles.

Review Guidelines

All knowledge base articles should be reviewed at least once per year to ensure:

• Content is still relevant and accurate
• Instructions are clear and easy to follow
• The correct owner is assigned
• Formatting is consistent, especially for public facing articles
• Accessibility standards are being met
• Settings (for example, visibility and audience) are appropriate

When reviewing an article, set the Next Review Date to no later than June 1 of the following year. Some articles may require more frequent review depending on importance or update frequency.

Article Review Process

1. Claim an Article
   Open the annual review spreadsheet and select your name from the Reviewer dropdown for the article you intend to review.

2. Open the Article
   Use the link provided in the spreadsheet to open the knowledge base article.

3. Verify Accuracy and Clarity
   Test the steps within the appropriate system (Blackboard, Padlet, etc.) and confirm that:

   • Instructions are still correct
   • Steps match the current interface
   • Links are working
   • Screenshots are accurate and current
   • The content is clear and easy for users to follow

   If the article title begins with Ultra, remove that word from the title.

When possible, please correct small issues such as alt text, formatting, broken links, or wording while reviewing rather than only noting them.

Accessibility Review

As part of the review process, check each article for accessibility improvements.

Images

• Ensure all images contain meaningful alt text
• Alt text should describe the purpose of the image

Headings

• Use headings to organize content, starting at Heading 2
• Do not skip heading levels; headings should increase by only one (OK to decrease by more than one)
• Avoid large blocks of text without structure

Links

• Use descriptive link text
• Avoid phrases like "click here"

Lists

• Use numbered or bulleted lists when presenting steps or grouped information

Screenshots

• If important information appears in a screenshot, ensure it is also explained in text

If accessibility issues are easy to correct, please update them while reviewing the article.

Quick Accessibility Checklist

When reviewing an article, check the following common accessibility issues. Most articles only require small adjustments.

1. Alt Text for Images

• All images should include alt text
• The alt text should briefly describe the purpose of the image
• If the image is purely decorative, alt text may be left blank

2. Clear Headings

• Use headings to organize content
• Avoid large blocks of text
• Start Headings at Heading 2
• Do not skip heading levels; headings should increase by only one (OK to decrease by more than one)

3. Descriptive Links

• Links should clearly describe where they go
• Avoid phrases like click here
• Example: View the Blackboard Gradebook Guide

4. Lists for Steps

• Use numbered lists for step by step instructions
• Use bullet lists for grouped information

5. Images Should Not Contain Required Instructions

• If instructions appear in a screenshot, make sure they are also written in the text
• Users should not need to rely on the image alone to understand the instructions

If these items are correct, the article will meet most accessibility expectations.

Tagging Review

Review the Tagging Ideas document and confirm that the article tags are appropriate.

You may optionally use an AI tool such as Gemini to generate 10 to 15 suggested keywords and determine whether tags should be updated.

Update the Review Spreadsheet

After completing the review, update the spreadsheet with the following information:

• Accessibility Checked: Select Yes once accessibility has been reviewed.
• Status: Choose the appropriate status:

• Accurate / Clear / Up to date – The article required no changes.
• Revised – Minor updates were made, such as clarity edits, accessibility fixes, or screenshot updates.
• Needs Revision – Major updates are required. Add notes explaining what needs to be changed.
• Archive or Delete – The article is no longer needed.

Use the Comments / Notes column to document any issues or updates.

Ownership and Permissions

• All staff members may review and update public facing KB articles within their department.
• Nonpublic articles currently have named owners but should be updated to reflect departmental ownership during review.
• The Service Management Office periodically reviews public or cross departmental articles to ensure consistency.

Style and Voice

This document also acts as guidance for:

• Article formatting and tone ("voice")
• Setting permissions and visibility
• Reference: See the TeamDynamix Knowledge Base Article Style Guide for details on formatting expectations.

Questions?
Contact the Service Management Office at smo@bridgew.edu.