Best Practices for GenAI - Articles

Article title 

The titles should provide a clear description of what is included in this article. It should use words and terminology understood and used by the intended audience.

Article headings

Use headings to give GenResponses an easy way to chunk information.

Article content 

• Article content should focus on a single outcome. For example, if the goal is to explain how to reset a password, the article should only include that information. If there is other information that is related but not part of the password reset outcome, it should be in a separate article. 
• Language should be as simple as possible in order to reach the most varied audience. Natural, friendly language is similar to the way customers phrase their questions.
• Use descriptive words to provide as much context as possible. Context is key for generative search, so include relevant context associated with the outcome desired to explain why the article is useful. 
• Context is better than keywords, because of how GenResponses groups related bits of information close to each other.
  • Example: A user looking at bakery selections asks "What kinds of icing can I order?" The site content only refers to icing as "frosting" so no search results come up. In the past, content authors might have added the keyword "icing" to the end of the article (or somewhere else) without any context, in order to ensure that the page pops up in search results. Instead, to give the word contextual meaning for an LLM to identify its relevance to a query, authors should provide context. The updated content might look something like, "We offer several types of frosting and icing for our cakes, including..."
• Content should be created in short, human-readable paragraphs. This allows for easier handling of information for both humans and GenResponses. When you have short paragraphs, GenResponses can more easily retrieve the relevant information from a page. When the answer for a GenResponse query comes from more than one page, this enables the correct context to be retrieved most efficiently from all pages.
• Avoid acronyms or provide the description of the acronym within the article itself. Acronyms can be difficult for a GenAI model to manage properly. Early testing has shown that defining the acronyms both in a glossary of terms and in-line with the page content provides the best results.
  • Example:
    Glossary of Terms: WFH - Work from Home - This would be a page which all user types have permissions to read.
    Inline:  The WFH (Work from Home) policies reflect input from the employee survey.

Content format