Hub KBA Standards
How knowledge base content is organized and maintained so it stays consistent, findable, accessible, and user-centered.
Title: Hub KBA Standards
Knowledge Base Standards
Purpose
Define how knowledge base content is organized and maintained so it remains consistent, findable, accessible and user-centered.
Audience
Hub Operations
Knowledge Base Architecture & Content Standards
- Write for Hub use: Support how staff search and respond in real interactions
- Plain language: Use clear language, minimize jargon, define acronyms
- Accessible by default: Use clear headings and meaningful link text [avoid ‘click here’]
- Easy to scan: Use headings, bullets and short sections.
- Equity & inclusion: Use respectful wording and consider barriers to access [language, disability, technology, literacy]
- Consistency: Use approved categories, labels, terminology, titles and phrasings
Category & Subcategory Standards
Categories and subcategories organize Hub knowledge content in Genesys so staff can consistently find related topics over time.
The current category/subcategory list (with definitions) is in the Reference Lists document.
Top-Level Categories
- Represent main topic areas people contact the Hub about [ex: Healthcare, Economic Assistance, Housing, Services & Supports, Work & Income]
- Each KBA must use one top-level category
- Keep categories stable and limited
- Do not create categories for temporary initiatives or one-time issues
Subcategories
- Used to group distinct programs or major topics within a top-level category
- Must clearly belong under one parent category
- Do not create subcategories for:
- Case situations or benefit statuses [ex: spenddown, premium, renewal]
- Services that exist across multiple programs [ex: in-home support]
Title Standards
Titles tell staff what the article answers and help them choose the result.
- Use clear, plain-language titles that match what staff would search
- Use question titles for most KBAs
- Use short statement titles only for overviews/references
Phrasing Standards
Phrasings are alternative search terms that point to the same article.
- Add short words/phrases staff and people actually use
- Include abbreviations, alternate/legacy names and common informal language
Label Standards
Labels are approved tags used to group articles, support filtering/reporting and improve findability across the Knowledge Base.
- Use labels that will apply to multiple articles and are useful to filter/report on (QA, training, volume tracking)
- Use only labels in the Master Label List (in the Reference Lists document)
- If a program is central to the article, apply the program label even if the article is filed under that program’s subcategory [ex: subcategory – CFSS; label – cfss]
- Labels are lowercase to prevent duplicates and keep tagging consistent
Search Term Standards (optional)
Search terms are what people type into search. Track them to improve titles, phrasings and wording over time. Search terms are not tags.
- Do not add search terms as labels on KBAs
- Use search terms to:
- Improve titles and phrasings
- Update wording to match how people search
- Confirm the best labels to apply
- Search terms are documented the Reference Lists document
Maintenance and Governance
- Review KBAs when policy, process or system changes occur
- Content owners are responsible for accuracy and updates
- Maintain the KBA Reference Lists to prevent duplication
Genesys KBA Resources
Was this article helpful?
Your feedback helps us keep things accurate and easy to find.