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MindTouch Success Center

Self-Service Style Guide

Self-Service Style Guide
Customer self-service content should follow a style guide to ensure content is optimized for users.

Self-service content plays a role in every stage of the customer journey for both consumer and business users. Distribute content consistently across self-service and assisted channels for the best customer experience.

Feedback philosophy: Peer and user input is essential for effective content. As authors, we are always open to feedback on any aspect of our content. As feedback givers, we hold no expectation for how our feedback is incorporated. The only output that matters is what is best for users.

Customer self-service style guidelines

  • Prioritize user needs over style rules
  • Use the simplest phrasing possible
  • Tone and voice should be authoritative but friendly
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