Is deleting old help articles actually better than adding new ones?
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our help center grew to over 300 articles over time, but most of them were totally outdated. new team members just stopped reading them and started asking colleagues instead.
we archived most of the old stuff and kept only around 80 updated docs. response times improved almost immediately because the team could actually trust the info.
How often do you guys clean up your internal docs instead of just stacking new articles on top?
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Hi Alan!
As a self-employed person, I regularly archive documents. If I'm no longer working with a client or the documents are somehow no longer useful to me, I archive them. Helps to keep info tidy and relevant. It's a practice I picked up from well-organised employers during my in-house copywriting days.
I don't think it makes sense to delete documents, as you may have to document the process later. I'd only delete them if they're extremely old and taking up to much space on business servers.