Terms

Creating a membership site allows the creation of a community, share important resources and earn an income that is recurring. However, as your website grows it becomes more complicated of managing it and you need to track the people, the things and places.

If you don't have a solid documentation system in place there is a risk of confusion as well as inefficiency. You could also experience members' discontent. So, with that in mind, let's look at the best way to develop a documentation system that is not just supportive of the operations of your company but also improves the member experience.

Why documentation matters for membership sites?

A well-structured documentation system serves as the backbone of your membership website. This ensures that all involved -- from your team to your members--can gain access to accurate data quickly and conveniently.

for you and your staff, documentation simplifies internal processes, reducing time spent on repetitive tasks. Members can benefit from an easy experience, offering clear instructions, FAQs, and resources at their fingertips.

Consider it an online knowledge base for self-service that empowers users while freeing you from being the bottleneck for every query. It's a way to make money from your online community You can think of it as a way to monetize your online community.

The members don't wish to wait several hours, or days, for answers to questions that are simple And you certainly don't want to spend your valuable time responding to the same questions time and time again. Each minute wasted is money lost, right?

Because of this, in the end, having a solid documentation increases your credibility, reduces churn, and creates a sense trust within your community. It becomes a bridge that brings your team's work together with your members' needs and ensures that everyone is at the same level.

Essential elements to a robust documented process

Contrary to popular belief, building a documentation system involves more than just organizing all the available useful data and making it easily accessible. Instead, the system must contain:

• Members onboarding materials: Clear and detailed guides to help new users navigate your website and get the most value from the benefits of their membership. Each feature must be described using images as well as GIFs ideally, to show the members precisely how each feature functions.
• frequently asked questions (FAQs): A central database of solutions to the most frequently asked questions. Your support team should already have a list of common questions that they frequently get asked. Therefore, it shouldn't be an issue to simply deconstruct the questions and provide answers.
• Troubleshooting manuals: Step-by-step solutions for Account-related or technical problems. They should be written in an easy-to- read, even for novice tech members. Likewise, every page should have a way to reach a human support agent promptly if you don't find the information enough.
• Content index, also known as directories: An index searchable that helps members locate specific resources or sections quickly. This is especially useful on sites that have a vast library of content.
• Internal documents: Procedures, workflows and guidelines for your team members to ensure the sameness and effectiveness. It could include templates for responding to members' queries, or guidelines for updating the site.

Each of these components covers a specific aspect of your site's operation and users' experience. Together, they form an efficient system for every person that is involved. Without these foundational elements, there's a chance that you'll run into unneeded obstacles and frustrations, both for you and your colleagues.

Guide to build your own documentation system

When I inquired of my coworkers and friends why they were selling their products on marketplaces online and other online marketplaces, the most common reasons I was told were for documentation and support. And it wasn't even close.

The most important reason, according to them, is that they prefer relying on a third-party platform, despite the straightforward nature of creating your own website for members. This entire process requires a few steps, each with its own purpose in the structure of your new site. They go as follows:

1. Take note of your needs

The first step is to identify the exact issues you are facing. Are members frequently emailing you asking the same question? Do your team members struggle to locate information regarding internal processes? Do a quick review through gathering input from your team and members. Pay attention to recurring themes and issues. They will be the basis of your documentation.

If, for instance, your website has courses available, customers might need help navigating modules or accessing certificates. If you're operating an online subscription, then questions about cancellations and billing issues can be quite frequent. Understanding these issues means that you're already halfway towards creating a thriving site.

In addition, be aware of any bottlenecks within the internal processes. Some team members may be unsure of how to handle specific members' requests or changes. In that scenario, it is possible to:

2. Select the best tools

The tools you choose to use could make or break the efficiency of your document system. Consider platforms that are intuitive, scalable, and customizable. Below are a few choices to look at:

• Software for knowledge bases: Software such as Zendesk or HelpScout permit you to build the ability to searchable knowledge bases for your members. They usually have templates pre-built that make it easy to manage and organize your content.
• Wiki platform: Notion or Confluence work well to create internal documents, offering an easy way of organizing content. The collaborative capabilities of these platforms make it easy for the team members to modify and keep the system up to date. Access controls are accessible, too.
• CMS features: If your site for membership is built using WordPress and you have plugins, such as BetterDocs or Documentor are able to be integrated directly. These plugins can be used to create and manage documentation efficiently within your existing site.

The tool you choose must be compatible with your technical expertise along with your budget as well as the complexity of your site. The simpler configurations may require a well-organized Google Drive or Dropbox folder and larger projects could be better served by specialized software. Be aware that the most effective option is one the members of your team actually use.

3. Structure your documentation

The structure of your documentation is crucial to its usability. Team members and staff members too should be able to find the information they require without wasting clicking. Here's how you can organize your content efficiently

The first step is to break your document into clear areas like troubleshooting, onboarding, and billing. This makes it easier for customers to find their way around. Then, you must use the flow of logic, beginning from general topics and narrowing down to specifics. Once you have mastered the basics, you are able to move on to

Creating an account and Navigating the Dashboard. Finally, an effective search feature is a must. Users should be able to type in keywords and find relevant content immediately. You can tag articles with more than one keyword to boost the chances of finding them.

Your goal is to make the documentation as simple as is possible. Consider yourself in your colleagues in their shoes: should they encounter a problem and need to find the solution? A confusing structure will make them more frustrated So, take your time to ensure this is done correctly.

4. Make top-quality content

Documentation can only be effective when it's concise, clear, and user-friendly. Follow these best practices in creating content:

• Make use of simple language. Avoid jargon or overly technical terminology unless it is absolutely essential. If you must use particular terms, make sure you include an alphabetical glossary. The goal is to ensure that even the newest member is able to comprehend the information and not be at a loss.
• Visualize: Incorporate screenshots, diagrams or short videos for a better understanding of complex procedures. Visual aids are a great way to improve comprehension and make your document more appealing.
• Keep it consistent: Use the same tone, formatting and layout throughout all content. The consistency gives your site a professional appearance and helps users to navigate better.
• Test your content: Before publishing, you should ask your team members or users to review the instructions. Their feedback will help you find any ambiguities or other issues. An eye fresh can often catch things you've overlooked.

5. Make it accessible

Accessibility involves more than just having the ability to search. Make sure your documentation is simple to access and navigate. This means adding links to your documentation in important areas like your website's footer or dashboard section. Consider adding a "Help" button which is visible on every page.

Not to mention, many members will access your site via mobile devices, so your documentation must be mobile-friendly. Test how your pages look and work on smaller screens.

If your audience is international You should consider translating your document using a translation API to several languages. Of course, this should be completed after reviewing data and considering the viability of this project. At a minimum, use a human translator to examine any errors.

Accessibility is also about accommodating people with disabilities. Utilize tools such as contrast checkers as well as screen reader compatibility tests to make your documentation inclusive. An inclusive system does more than just broaden your audience but makes it much easier to monetize particular elements of your site.

Last thoughts: How do I create a documentation system

A robust system for documentation may seem daunting initially however, it's a worthwhile investment that pays dividends. With clear, accessible, and current documents, you provide a frictionless experience for your members while streamlining your internal process.

Start small, focus on the areas that are most important then expand as required. Keep in mind that your documentation is always evolving. Maintain it to ensure it continues to support your membership site's development and growth.