{"id":15552,"date":"2020-05-22T05:20:04","date_gmt":"2020-05-22T03:20:04","guid":{"rendered":"https:\/\/www.topdesk.com\/fr\/?p=15552"},"modified":"2024-07-15T12:37:12","modified_gmt":"2024-07-15T10:37:12","slug":"articles-base-connaissances","status":"publish","type":"post","link":"https:\/\/www.topdesk.com\/fr\/blog\/articles-base-connaissances\/","title":{"rendered":"Comment r\u00e9diger de meilleurs articles de base de connaissances ?"},"content":{"rendered":"<p><strong>On ne va pas le cacher, certaines bases de connaissances sont assez incompr\u00e9hensibles. Dans certains cas, les articles qui les composent renferment bel et bien les informations recherch\u00e9es, mais les formulent de mani\u00e8re peu intelligible. Dans d\u2019autres, ces bases de connaissances manquent de coh\u00e9rence. Alors, que faire ?<\/strong><\/p>\n<h2>La longueur id\u00e9ale d\u2019un article de base de connaissances<\/h2>\n<p>Qui aurait envie de parcourir un manuel de 50 pages ? R\u00e9digez des articles de base de connaissances aussi clairs et concis que possible. En r\u00e8gle g\u00e9n\u00e9rale, l\u2019article id\u00e9al ne d\u00e9passe pas les trois quarts d\u2019une page A4. Bref, vous devriez pouvoir lire l\u2019int\u00e9gralit\u00e9 du document sans faire d\u00e9filer le texte \u00e0 l\u2019\u00e9cran.<\/p>\n<p>Mais restez pragmatique : si vous devez y int\u00e9grer plus d\u2019informations, faites-le. Et si tout ce que vous avez \u00e0 dire tient en trois phrases, contentez-vous de cr\u00e9er un article de trois phrases.<\/p>\n<h2>Concentrez-vous sur le contexte de la requ\u00eate<\/h2>\n<p>Autre r\u00e8gle d\u2019or : oubliez votre jargon de professionnel et r\u00e9digez votre article dans le langage employ\u00e9 par votre utilisateur final. De quoi faciliter l\u2019acc\u00e8s de votre Portail Utilisateurs par vos clients, mais aussi leur donner l\u2019impression d\u2019\u00eatre sur la m\u00eame longueur d\u2019onde que vous. Cette astuce les aidera \u00e9galement \u00e0 mieux comprendre vos articles de base de connaissances.<\/p>\n<p>L\u2019essentiel ici est de vous concentrer sur la solution \u00e0 apporter au souci de l\u2019utilisateur et \u00e0 son contexte. On \u00e9vite donc d\u2019empiler les codes d\u2019erreurs suivis d\u2019un compte rendu des manipulations \u00e0 effectuer pour r\u00e9soudre le probl\u00e8me. Privil\u00e9giez une formulation famili\u00e8re \u00e0 votre utilisateur. Optez par exemple pour \u00ab L\u2019imprimante est en panne \u00bb au lieu de \u00ab L\u2019imprimante affiche le code d\u2019erreur 330219 \u00bb. Mentionnez uniquement des d\u00e9tails techniques tels que les codes d\u2019erreurs et les num\u00e9ros de s\u00e9rie lorsqu\u2019ils sont absolument indispensables.<\/p>\n<h2>Assurez-vous que vos utilisateurs trouvent facilement vos articles de base de connaissances<\/h2>\n<p>Conseil suivant : veillez \u00e0 ce que vos utilisateurs acc\u00e8dent facilement \u00e0 vos articles de base de connaissances. L\u2019id\u00e9al, surtout si votre base de connaissances dispose d\u2019une fonction de recherche, est d\u2019\u00e9crire le titre de vos articles sous la forme de question. Pourquoi ? Car la plupart des gens qui recherchent des informations r\u00e9digent leurs requ\u00eates sous la forme de questions (comme dans la barre de recherche de Google). Une mani\u00e8re dr\u00f4lement humaine d\u2019interagir avec la technologie que vous pourrez tourner \u00e0 votre avantage !<\/p>\n<p>Glissez-vous dans la peau d\u2019un utilisateur qui rencontrerait le probl\u00e8me dont traite votre article. Comment formulerait-il sa question ? Quel mot cl\u00e9 emploierait-il ? Peut-\u00eatre qu\u2019il indiquerait juste \u00ab je ne parviens pas \u00e0 me connecter \u00bb, ce qui deviendra alors le titre de votre article. Votre base de connaissances est dot\u00e9e d\u2019un historique de recherche ? C\u2019est parfait : il vous suffit alors de rechercher les formulations les plus usuelles et la fr\u00e9quence d\u2019une m\u00eame requ\u00eate.<\/p>\n<h2>Tenez compte de diff\u00e9rents niveaux de comp\u00e9tence<\/h2>\n<p>Ensuite, pensez \u00e0 informer vos utilisateurs du niveau de comp\u00e9tence qu\u2019ils doivent afficher afin de r\u00e9soudre un probl\u00e8me eux-m\u00eames. Vous pourrez par exemple ajouter un indicateur du niveau de difficult\u00e9 de vos proc\u00e9dures en haut de vos articles. Employez alors une donn\u00e9e chiffr\u00e9e allant de 1 \u00e0 5, \u00e0 moins que vous pr\u00e9f\u00e9riez une mention de type \u00ab facile \u00bb ou \u00ab interm\u00e9diaire \u00bb.<\/p>\n<p>Cet indicateur s\u2019av\u00e9rera \u00e9galement utile si vous r\u00e9digez des instructions relativement simples, mais tr\u00e8s longues. Face \u00e0 une v\u00e9ritable \u00ab brique \u00bb, vos utilisateurs seront rassur\u00e9s de lire que cette foule d\u2019informations n\u2019est pas si complexe et seront davantage motiv\u00e9s \u00e0 parcourir votre texte.<\/p>\n<h2>Contribuez \u00e0 un meilleur partage des connaissances au sein de votre entreprise<\/h2>\n<p>Besoin de plus d\u2019informations sur le partage des connaissances ? T\u00e9l\u00e9chargez notre <a href=\"https:\/\/www.topdesk.com\/fr\/e-books\/gestion-des-connaissances\/\">manuel consacr\u00e9 \u00e0 la gestion des connaissances<\/a> afin d\u2019en savoir plus sur les bases de connaissances et de d\u00e9couvrir une m\u00e9thode pratique pour estimer vos \u00e9conomies de temps et d\u2019argent.<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>On ne va pas le cacher, certaines bases de connaissances sont assez incompr\u00e9hensibles. Dans certains cas, les articles qui les composent renferment bel et bien les informations recherch\u00e9es, mais les formulent de mani\u00e8re peu intelligible. Dans d\u2019autres, ces bases de connaissances manquent de coh\u00e9rence. Alors, que faire ? La longueur id\u00e9ale d\u2019un article de base<\/p>\n","protected":false},"author":379,"featured_media":15558,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_searchwp_excluded":"","inline_featured_image":false,"editor_notices":[],"footnotes":""},"class_list":["post-15552","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry"],"acf":{"blog_author":"","blog_hubspot_cta_link":null,"toc_display":"not-visible","blog_promotion_overwrite":false,"blog_promotion":false},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.0 (Yoast SEO v27.0) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Comment r\u00e9diger de meilleurs articles de base de connaissances ?<\/title>\n<meta name=\"description\" content=\"On ne va pas le cacher, certaines bases de connaissances sont assez incompr\u00e9hensibles ou manquent de coh\u00e9rence. 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