Readability Project
The most important aspect of writing technical documentation is its readability. It should be written in plain English; easy to understand and easy to translate into other languages. When I approached this knowledge base my first impression was that the readability was low. By editing each article carefully for readability, we made it easier for the user to connect with their solutions.
Identifying Problems
While technology can be intimidating, most technical writing has a very simple goal; to help the client or when they encounter a pain point. When stress is already high, encountering things like unnecessary headings and confusingly worded explanations can only serve to further alienate the reader.
Providing Solutions
This example is very similar, in that the explanation is wordy and hard to follow.
