Best practices

Tips for content writing

• For content writing, rely on existing documents:

  • Training

  • Support

  • Base of knowledge

  • Call scripts

You can now see recommendations on how to optimise your content here

• Minimize the time to read information in the content card:

  • Use a "list" format when possible. It is possible to embed images, when they help the conversation.

  • Include links to more detailed documents, if necessary.

  • Use bold & italics.

  • Avoid offering content that requires scrolling text in the window.

• We recommend the use of multiple tabs when:

  • the content is too long for a single CogNeed window

  • the keyword can be pronounced in several contexts requiring adapted content

  • more than one answer is possible

• Recommendations for the use of tabs:

  • Choose a logical and short title, adapted to the context of use. For instance, for the keyword "contract", it would be possible to create the panels "Opening", "Termination", "Suspension" or "Complaint".

  • It is recommended to put in 1st position the tab which will be used the most often.