In Waybook, your content is organized into subjects, documents, and steps. In this article, we'll explain this hierarchy in more depth by sharing best practice examples to help you with structuring your own content on the platform.

First of all, here's an example of a subject we built for a customer support team:

The processes and business documentation for this team have been organized by the business department - Sales, Customer Support, Finance, Marketing, HR, etc.

💡 Tip: As your Waybook grows, you may begin to separate some documents out into more specific subjects. However, to get started, we recommend focusing on structuring content based on your company's departments.

Within this subject, the documents have been organized to cover the key areas of focus for the customer support department. These include:

  • Support Basics

  • Support Tools

  • Frequently Asked Questions

  • User Details & Tickets

  • Billing & Accounts

  • Customer Demos

  • Support Articles

  • User Feedback

These documents help to keep your step content hyper-focused, which will help you to onboard new starters more effectively and help your team find information key to performing their role well with ease.

💡 Tip: Keep your documents focused on a specific activity or area of your business to help your team find information and say "no more" to answering the same questions over and over again!

Your steps make up the content of each of your documents and we recommend keeping these concise and highly engaging.

💡 Tip: Our editor allows you to creatively format your content, add images and videos, as well as embed from Google and other sources. Where relevant, add images, GIFs, and videos to make your content engaging.

We recommend ensuring that your step content is the equivalent of no more than half a side of A4 paper, to maintain focus on each step and improve knowledge retention. However, we understand this isn't always possible and for longer steps, we recommend you use headings and lines to separate chunks of text.

If you could represent the content in a video, even better! 🙌

In the spirit of keeping your team engaged and focused on your Waybook content, try to avoid documents that include more than 10-12 steps. For documents containing lots of steps, you may want to consider breaking them down into specific documents.

Now you've seen a best practice example and we've explained the reasoning behind its structure, here are some golden rules for creating content in Waybook:

✨ Start by organizing your content based on your business' departments

✨ Keep your documents focused on one key area or activity

✨ Add videos, images, GIFs, and emojis to make your content engaging

✨ Make sure your steps are concise and would fit on half a side of A4

✨ If steps are becoming too long, try to represent them using video

Remember, if you have any questions about Waybook best practices or would like some extra product coaching, schedule a call with the team or reach out to support - we're here to help! 🙂


What's next?

  • If you're looking to learn more best practice tips on building your Waybook, check out this collection of articles in our help centre.

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