KB User's Guide - News Tab - Summary
News articles in the are posted to inform users and staff about product or service changes, operational updates, and service outages. Beyond simply communicating information, they provide a centralized and authoritative source for timely announcements, helping ensure that all audiences receive consistent messaging.
News articles increase visibility and improve transparency of important updates by displaying them prominently on KB sites, reducing confusion and minimizing the volume of support inquiries related to ongoing changes or incidents.
Additionally, news articles create a historical record of communications that users and staff can reference later to understand:
- past outages
- system upgrades
- policy changes
- operational decisions
planned maintenance - service impacts
- organizational initiatives.
News posts can also support change management efforts by preparing users for upcoming changes, setting expectations, and directing readers to related documentation, training materials, or support resources. As a result, well-maintained news articles enhance communication, promote user awareness, improve trust in services, and contribute to a more informed and engaged user community.
The following are functions of the News tab: