Information Technology Services University of Arkansas
Tech Articles

Writing Tech Articles

Tech Articles is a knowledge base of technical support documentation that provides an opportunity for user response. Tech Articles is hosted by IT Services and managed by the Web and Information Services (WIS) team.

Tech Articles

Access to create a Tech Article is granted automatically to IT Services employees and can be requested by Tech Partners using AskIT. To submit an article:

  1. Click Log In in the left navigation menu and enter your UARK username and password. Create Article and Your Articles links will appear in the left navigation.

  2. Click Create Article.

  3. Provide a descriptive title and summary text. Use the text editor to enter content. The editor provides HTML editing as well as a Paste from Word formatting option.
    Note: See the IT Services Style Guide (Short Version) for style information.

  4. To save an article for further editing, verify the "Submit for publication" box is unchecked. Click Save.

  5. To submit a final draft for WIS review and publication, check the "Submit for publication" box and click Save.

Once an article is submitted for publication, you no longer have access to it. The article is edited and returned to the original author for approval when it is published to techarticles.uark.edu.

Comments

IT Services employees and Tech Partners are encouraged to reply to user comments. All comments are welcome. Comments are only deleted when they are inaccurate or if they are genuinely off topic or inappropriate.

When a user comments, WIS receives notification and forwards the comment to the appropriate technical support personnel as an AskIT case. To respond to the AskIT case and user comment:

  • Determine whether the user response is a question or a comment.

  • Answer a comment that asks a question as soon as possible by replying in the Comment text box at the bottom of the article using your UARK username and password.

  • Comments that offer feedback, information, an idea, a perspective, or a potential solution may require research and/or testing before responding.

    • If the comment from the user is true, do both of the following:

      • Reply in the Comment text box, thanking the user and validating the comment, and

      • Reply to the AskIT case if the Tech Article requires correction.

    • If the comment from the user is false, do one of three things:

      • If the documentation is correct and the comment is false, provide an explanation in the Comment text box.

      • If the documentation has ambiguities and you can understand what lead to the false user response, provide clarification in the Comment text box and respond to the AskIT case so that the article can be edited.

      • If the comment is potentially confusing to other users, use AskIT to request the comment be deleted.

Documentation Updates

Requests to change, add, or remove content in an article can be submitted with the article URL to WIS as an AskIT case.

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Comments