Of course you say “no”. But, how do you know if your documentation is read and used (and helps the user)? My experience is that a lot of companies create and manage content that nobody reads. Nobody reads due to two reasons: users can’t find it (even if it is relevant) or because the content is judged to be irrelevant, when skimming the text.

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The first thing a user does when viewing a topic found in a search system, is not to read it, but evaluate if it contains the answers the user is looking for. How can we help our users determine if the found topic contains the answers? Let’s explore the how, but let’s first take a look at the search process in detail.

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