How to Build a Support Wiki That Your Team Will Actually Use
Creating a support wiki sounds simple in theory: collect your team's knowledge in one easy-to-access place. But in practice, many support wikis go unused or quickly become outdated. Why? Because they're built without the user in mind. A truly effective support wiki is more than a digital filing cabinet; it's a living resource that empowers your team to work smarter, not harder.
In this blog, we'll walk through five key strategies to help you build a support wiki that your team will not only use but rely on daily.
Understand Your Audience (and Write for Them)
Before typing a single word, ask yourself: who is this wiki for? Are you documenting IT processes for technically savvy users, or onboarding materials for new hires unfamiliar with internal jargon? Understanding your audience's needs and knowledge level is crucial to creating useful content.
Tailor your language and structure accordingly. If you're writing for a general audience, avoid overly technical language. If you're creating documentation for a specialized team, focus on depth and specificity. This approach aligns with RIT Certified's philosophy of meeting learners where they are and providing user-centered content.
Keep It Simple, Clear, and Structured
Even the most knowledgeable team member will struggle with a cluttered or confusing wiki. Use clear headings, bullet points, and consistent formatting to enhance readability. Breaking content into smaller, logical sections helps users scan quickly and find what they need without wading through walls of text.
Consider using visuals like diagrams, screenshots, or videos to explain complex processes. The easier it is for someone to absorb the information, the more likely they are to return to the wiki as a trusted source.
Focus on Searchability and Navigation
A well-written page won’t help if no one can find it. Make your support wiki searchable by tagging content appropriately, writing descriptive titles, and organizing pages into intuitive categories. A good rule of thumb is that if it takes more than three clicks to find something, it’s too hard to find. And always remember that navigation should reflect how your users think, not how your organization is structured.
Make It a Living Document
Support wikis often fail because they’re treated as one-and-done projects. Instead, treat yours as a living document. Establish a schedule for regular updates and reviews. Assign "wiki champions" across departments to own specific sections and ensure content remains accurate and relevant.
Version control and update logs can help users see when information was last reviewed, adding transparency and building trust in your resource.
Integrate Training and Feedback Loops
A support wiki is most valuable when it's woven into the daily workflows of your team. Use it as a key part of onboarding, link to it in team communications, and reference it during meetings or trainings. Encourage a culture of contribution where users feel empowered to suggest edits, flag outdated info, or request new content.
Gathering feedback not only improves the wiki over time but also increases team engagement and ownership.
In Conclusion
A great support wiki doesn’t just store information—it supports your team’s success. By focusing on clarity, usability, and ongoing collaboration, you can create a resource that your team turns to again and again.
If you want to improve your team’s writing and content strategy skills, RIT Certified’s Writing for the Web course offers practical tools and insights that can help make your support wiki even more impactful. Explore the course to learn more about creating content that connects and communicates.
