Help Article Findability Brief Template
Align a support article’s title, symptom wording, navigation and links with how people actually look for help in a specific product task.
When to use this template
Use this when an accurate support resource exists but people repeatedly cannot find it or choose an unrelated article.
Choose another approach when: You want to stuff every possible search phrase into a title, hide the answer behind a sales page, or infer search demand without evidence.
Gather these inputs
- The actual support task and relevant reader wording.
- Existing article, help navigation and search observations if available.
- The product context where an appropriate help link could appear.
Copy and adapt the template
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Worked example
Illustrative example, not a Crany customer result. Replace every example detail with facts you can verify.
A fictional help article called “Advanced configuration” explains why a client cannot open a checklist preview. Support notes show people describe the issue as an access problem. The brief proposes a title and summary about that actual symptom and links the article from the relevant access screen. The reviewer asks a relevant person to find help without telling them the article name. The change is not reported as a search-volume increase, and the article is not duplicated under every synonym for permissions.
How to use it
- Review evidence of how people describe the task and currently seek help.
- Clarify the title, opening answer and contextually useful navigation links.
- Observe a relevant reader finding the resource and verify the actual destination.
Check before using it
- The title describes the supported problem rather than an internal team label.
- The first answer helps readers confirm they found the right resource.
- Related articles have distinct purposes rather than synonym-only duplicates.
What to measure
Observe successful resource discovery and unresolved search/navigation obstacles. Findability work can help a documented journey; it does not guarantee external search rankings or reduce support volume by a known amount.
Research and sources
Findable task-focused help and meaningful labels inform this original brief. It is not a search-ranking formula or a requirement to add new help pages for every phrase.
- NN/g: Help and Documentation — checked 2026-10-23. Proactive and reactive help focused on the user’s task, findable concrete steps and appropriate context.
- W3C WAI: Writing for Web Accessibility — checked 2026-10-23. Meaningful titles, headings, links, alternatives and clear instructions; introductory guidance does not establish full accessibility conformance.
- Google: Link best practices — checked 2026-10-23. Crawlable links with meaningful anchor text and relevant context.
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