How to Organise a Help Centre
Structure derived from the questions people ask, not from your product's navigation. Every article in exactly one place, and redirects for everything that moves.
Structuring a knowledge base
Categories, naming and article boundaries - the decisions that determine whether anyone finds the right page.
4 guides
Free PDF
The Help Centre Structure Handbook
All 4 guides on structuring a knowledge base in a single PDF, plus a one-page checklist to print and a short opener on which three things matter most. Formatted to read on screen or on paper.
How Many Categories Should a Help Centre Have?
Five to nine top-level sections, each holding five to fifteen articles. Here is the arithmetic behind those numbers and what to do when a section breaks them.
How to Name Help Centre Categories
A category name has about two seconds to tell a stranger whether their answer is inside. Test yours by asking someone to file ten articles into them.
How to Tell When to Split One Article Into Two
Length is the worst reason to split an article. Count the questions it answers instead, then split without stranding the readers who already have the link.
Stop doing it by hand
SupportPages proposes a section structure from your codebase before it writes anything, so the shape comes first.
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