Parkland College KnowledgeBase - Best Practices for Writing KB Articles

Best practices and guidelines to follow while authoring Parkland College KnowledgeBase articles.

1. Please reference the following articles for instructions and best practices to follow while authoring.  This will ensure that all of our documents are as consistent as possible.

2. Enter the following url into your web browser:

3. Sign in with your ParklandOne username and password.

4. Select Admin Tools from the KB Help menu towards the upper right-hand section of the screen.

KB Admin Tools

5. Select the Documents tab at the top and then click on the New Doc link towards the upper left-hand section of the screen.

New Doc

6. Add an appropriate Title.

7. The Keywords are used when users are searching for articles within the KB.  Any word that appears in the title will automatically be a keyword and therefore it is not necessary to use any of those words in this field.

8. In the Page Footer field, please select Tech Service Desk Footer from the drop down options, if appropriate. This will add a footer with the location, contact information and hours of the Tech Service Desk.

Footer Image

9. You may wish to add a brief  Summary describing your article. Note: If a summary is superfluous, please press the space bar on your keyboard within this field so that it registers as text since this is a required field.

10. Please add all of your content to the Body field and be mindful of the instructions linked to at the top of this article as well as the bullet points in the Additional Tips and Information section at the bottom of this article. As you are working, select the Save change button often to ensure that you don’t lose any work.  The button is located right below the body of the article. 

11. We are using a limited number of  Topics at this time.  If your document is related to Business Intelligence, BYOD, Cobra, Office 365, Okta, Parkland IT Standards, Parkland Library, ParklandOne, or Wi-Fi, you can check the appropriate box.

12. We have three Audience selections in place - Faculty, Staff, and Students. Select one or more, depending on who is the target audience. Users can then select their group on the homepage to tailor their search to documents that are specific to them. Please note: Student related articles should have all three audiences checked as employees are often the ones that help them with issues.

13. Write Access will typically be the default which is "Owner group (+ owner)". This simply means that any of the Parkland College KB authors have write access to the document. If you don't want that, please select Owner Group Admins (+ owner).

14.  For Site Access,  you will typically select both options, Parkland-internal and Parkland-external. This means that the article will be viewable by both authenticated Parkland users as well as the general public.  If there is a need to restrict access to Parkland users, select Parkland-internal only.

15. Campus Access will typically be the default which is Defer to Site Access. Ext/Internal with campus login should be selected if "Site Access" is restricted to Parkland-internal.

16. Relevance will typically be the default which is My group / sharing groups.

17. Once you have Previewed and Saved your document and are ready to submit it to Sara Stone in Campus Technologies for publishing, please select Request Activation and then Submit towards the bottom of the article. It will prompt you to confirm that you want to activate/publish your content and it will send her a request to review and publish it on your behalf.  If you haven’t finished the article but are done for the day, keep the Status set to In Progress and select Submit. To return to your In-Progress document later, please do the following:

18. Additional Tips and Information:

Tech Service Desk

Room A184, 217-353-3333

Fall/Spring: 7:30 a.m. - 6:00 p.m. M-Th. / 7:30 a.m. - 5:00 p.m. Fridays

Summer: 7:30 a.m. - 6:00 p.m. M-Th

Submit an IT Help Ticket via