Hub KBA Contributor Quick Guide

Title: Hub KBA Contributor Quick Guide

This guide helps you write KBAs that work during real calls and chats.

Start with the Caller

• Write the title the way a person receiving services would actually ask the question
• Use a question format when it makes sense
• Stick to one topic per article
• Use plain language and explain unavoidable program or policy terms clearly

Explain Why Staff Would Use It

• Include a short, internal-facing purpose statement
• Focus on when this article is helpful during a call or chat
• Keep it to one or two sentences

Write in Clear Q & A Form

• Frame content around real caller questions
• Write answers so they sound natural when spoken aloud
• Use short paragraphs or bullets
• Explain acronyms and technical terms when they can’t be avoided
• If staff have to mentally reword it, revise it

Be Accurate and Use the Source of Truth

• Confirm information is current and correct
• Align content with authoritative program sources (for example: Medicare.gov, SSA, DHS/DCYF, DEED)
• Avoid assumptions or undocumented practices
• Update content when rules or guidance change

Always Help the Caller Take a Next Step

• Include at least one helpful referral or resource when appropriate
• Point to the most relevant page, not just a homepage
• Prioritize public-facing resources staff could share with callers
  • Disability Hub MN
  • DB101 or HB101
  • mn.gov/adresources
  • Other authoritative government program sites
• Click every link to confirm it works

Keep Formatting Simple and Scannable

• Use H1 for the title only
• Use H2 for major sections
• Use H3 for individual questions
• If you feel like you need an H4, the article is probably too broad
• Avoid tables unless comparing two or three simple options
• Use bold sparingly for key terms or reassurance
• Avoid ALL CAPS and long paragraphs

Add Optional Sections Only When They Help

• Clarifying Questions: when callers are unsure or overwhelmed
• Staff Quick Steps: when timing, order, or handoffs matter
• Internal Notes: for staff-only guidance that should not be said to callers
• Don’t repeat content already covered in the Q&A

Set Up Search and Navigation (Genesys)

• Choose one parent category
• Add one subcategory if applicable
• Apply three to six labels
• Enter five to ten alternate search phrases using natural, imperfect wording staff might type while listening live

Final Self-Check Before Submitting

• Could a staff person find this quickly?
• Could they read it once and speak confidently?
• Does the caller have a clear next step or place to learn more?

If not, revise, simplify, or split the article.