Creating clear and effective internal how-to guides is one of the most impactful steps IT teams can take to streamline support, reduce ticket volume, and empower employees to resolve issues independently. However, many IT departments struggle with documentation due to time constraints, inconsistent standards, or lack of experience in technical writing.
Whether you’re building a knowledge base from scratch or refining existing documentation, these best practices will help your IT team create how-to guides that are useful, scalable, and user-friendly.
1. Start with the Right Use Cases
Before writing anything, identify the most frequent and repetitive IT issues your team handles. Focus your initial guides on these high-impact topics to ensure immediate value.
Examples:
- Resetting corporate account passwords
- Installing company-approved software
- Setting up VPN access or multi-factor authentication
- Accessing shared drives or printers
- Troubleshooting video conferencing tools
These topics solve real problems and reduce the number of routine tickets your team receives.
2. Write for Non-Technical Readers
Your audience isn’t other IT professionals—it’s employees who may not understand technical terms. Use plain language, avoid jargon, and focus on clarity.
Instead of:
“Authenticate with the SSO provider using the assigned IdP.”
Use:
“Sign in using your work email and password through the company login page.”
When writing, assume the reader is unfamiliar with the topic and provide enough context for them to succeed on their first try.
3. Use a Consistent Structure
Consistency helps users scan and follow instructions more easily. Adopt a simple, repeatable format for each guide. A commonly used structure includes:
- Title – Clearly describe the task
- Overview – One-sentence explanation of what the guide helps with
- Requirements – List any software, permissions, or access needed
- Steps – Use numbered instructions, one action per step
- Screenshots – Include visuals where applicable
- Troubleshooting Tips – Optional section for common issues
Standardizing your format makes it easier to maintain and improves the end-user experience.
4. Include Annotated Screenshots
Visual aids are essential for internal documentation. A good screenshot shows users exactly where to click or what to expect. Annotate images with arrows, circles, or labels to make steps even clearer.
Tips:
- Avoid showing sensitive data in screenshots
- Use consistent colors for annotations
- Add captions where needed
- Compress images for fast loading
Tools like Snagit, Greenshot, or even built-in OS tools can help quickly capture and edit visuals.
5. Keep Guides Short and Specific
Each guide should address one task only. Trying to cover too much at once creates confusion and increases the chance of error. If needed, break large topics into a series of smaller guides.
For example, instead of one long article on “Getting Started with Your Laptop,” create:
- “How to Set Up Your Work Laptop”
- “How to Connect to the Company VPN”
- “How to Install Microsoft Teams on Your Device”
Modular guides are easier to maintain and more searchable.
6. Review and Test Before Publishing
Always test the steps yourself—or have a non-technical coworker test them—before publishing. It ensures accuracy and helps identify confusing instructions or missing context.
Checklist before publishing:
- Do all the steps work?
- Are the instructions easy to follow?
- Are the screenshots correct and current?
- Is the formatting consistent?
Regularly review content to update steps after software or policy changes.
7. Make Documentation Easy to Find
Your internal guides are only valuable if employees can find them. Use a knowledge base platform that supports:
- Fast, accurate search
- Simple navigation
- Easy to follow guides
- Clear steps and formatting
- Easy access and contact info for more help
Avoid storing important guides in obscure folders or inaccessible shared drives. A centralized IT knowledge base improves usability and reduces support friction.
Final Thoughts
Well-written internal how-to guides are a foundational part of a modern, self-service IT support strategy. They save time, lower support costs, and empower employees to work more confidently and independently.
However, writing and maintaining documentation takes time—something most IT teams don’t have. That’s why many organizations turn to tools like Kandbe, which provide a library of professionally written IT support guides that are ready to use, helping IT teams get started faster and scale documentation without the burden of manual writing.
Want help launching a scalable internal knowledge base for your IT team?
Learn more about how Kandbe can help you get started with pre-written, easy-to-use support content.