Does your knowledge base appeal to all ages?

When writing your documentation, the audience you’re imagining in your mind’s eye is probably exactly like you. We’re all guilty of writing content that appeals to others who are just like ourselves.

However, this approach to writing documentation is limited, and even creates a bad user experience for some people. 

If you’re a 28-year-old documentation writer aiming your content at other people like you, it’s not going to appeal to the older generation of users who are becoming more and more likely to self-serve. 

Accounting for diversity

At one time, taking this approach probably made sense, as the average web user was usually between the ages of 18 and 29. Today, nearly 100% of people in this demographic in the US use the internet regularly.  

Now, research reveals that increasing numbers of the older generation, currently more than half of all US senior citizens, are using the internet. They’ve experienced the greatest rate of change in internet usage since 2000. 

Online content needs to start reflecting these larger numbers of older people using the internet. 

Research shows older people prefer to self-serve

65% of all generations say they want to be able to solve problems with products on their own, and a third say they would rather clean a toilet than speak to customer service. This means they’re more likely to be using your knowledge base. 

These startling figures present compelling evidence that your knowledge base needs to cater for all ages. 

You shouldn’t use language and references that exclude older demographics if you want your knowledge base to be inclusive. 

Avoiding informal language

In many online circles, using slang and other informal language is acceptable. It’s even encouraged due to its power to break down the barrier of formality. Referencing popular culture and assuming a certain perspective based on age is also common. 

It’s natural to think that younger people are using the internet and that older people would rather pick up the phone, since that’s the technology they’re used to. 

However, these stereotypes are becoming outdated and the image of tech-shy grandma is no longer as accurate. 

Write in an age-inclusive way

To account for these changes, use neutral language in your documentation and don’t make too many assumptions about proficiency with technology. While younger people will have been using technology for most of their lives, older people have only been using the internet for a relatively short time. 

This is good practice for your content anyway but ensure that each step in your help docs is broken down and easily understood, explaining the process in the simplest terms. 

Step away from your knowledge base and ask a variety of users to use and rate your content. Testing it on Joe the social media manager is no longer going to cut it, and you need to make sure you’re including a wide range of ages in your user testing. 

Ask them if they understand your references and the level of knowledge your content assumes. If they’re struggling, review it and rewrite until it’s appropriate. 

Conclusion

If you create an inclusive user experience with your knowledge base content, your customers will thank you. You’ll be keeping up with the trends in internet usage and self-service preference, and improving customer satisfaction.