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Content Strategy

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Information Architecture

Design your knowledge base with clear structure:
  • Logical Hierarchy: Organize content in intuitive categories
  • Consistent Taxonomy: Use standardized tags and categories
  • Cross-References: Link related content for better context
  • Searchable Structure: Design for both human and AI consumption

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Content Types and Formats

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Structured Content

{
  "title": "How to Reset Password",
  "category": "account_management",
  "type": "procedure",
  "steps": [
    "Navigate to login page",
    "Click 'Forgot Password'",
    "Enter email address",
    "Check email for reset link"
  ],
  "prerequisites": ["Valid email address"],
  "related_topics": ["account_security", "login_issues"]
}

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FAQ Format

Structure FAQs for optimal AI understanding: 
## Question: How do I cancel my subscription?

**Answer**: To cancel your subscription:

1. Log into your account dashboard
2. Navigate to Billing Settings
3. Click "Cancel Subscription"
4. Confirm cancellation

**Related**: billing, subscription_management, account_settings

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Content Quality Guidelines

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Writing for Voice AI

Optimize content for voice agent consumption:
  • Clear Language: Use simple, direct language
  • Complete Sentences: Avoid fragments and abbreviations
  • Contextual Information: Include necessary background
  • Action-Oriented: Focus on what users can do

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Information Completeness

Ensure comprehensive coverage: 
# Product Feature: Email Integration

## Overview

Brief description of the feature and its purpose.

## Prerequisites

- Account with email provider
- Admin access to ThreeTone dashboard

## Setup Process

Step-by-step instructions...

## Troubleshooting

Common issues and solutions...

## Related Features

Links to related functionality...

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Content Maintenance

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Regular Review Cycles

Establish systematic content review:
  • Monthly: High-traffic content updates
  • Quarterly: Complete content audit
  • Annually: Strategic content restructuring
  • As-needed: Immediate updates for critical changes

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Content Lifecycle Management

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Content Status Tracking

{
  "document_status": {
    "created": "2024-01-01",
    "last_updated": "2024-01-15",
    "last_reviewed": "2024-01-10",
    "next_review": "2024-04-10",
    "status": "current",
    "owner": "support_team"
  }
}

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Automated Quality Checks

Implement automated validation:
  • Link Checking: Verify external links remain valid
  • Content Freshness: Flag outdated information
  • Consistency Checks: Ensure formatting standards
  • Accuracy Validation: Cross-reference with source systems

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Performance Optimization

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Search Optimization

Enhance content discoverability:
  • Keyword Integration: Include relevant search terms naturally
  • Synonym Mapping: Account for different ways users express concepts
  • Context Clues: Provide sufficient context for AI understanding
  • Metadata Enrichment: Use comprehensive tagging

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Content Chunking Strategy

Optimize content for AI retrieval: 
# Optimal Chunk Size (150-300 words)

## Email Setup - IMAP Configuration

To configure IMAP email settings:

**Server Settings:**

- IMAP Server: imap.example.com
- Port: 993
- Security: SSL/TLS

**Authentication:**

- Username: [email protected]
- Password: your-app-password

This configuration enables real-time email synchronization
with your ThreeTone voice agents.

**Next Steps:** [Configure Email Notifications](#email-notifications)

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Integration Best Practices

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Multi-Source Content

Manage content from various sources:
  • Documentation Sites: Sync with existing docs
  • Support Systems: Import ticket resolutions
  • Product Updates: Automatic feature documentation
  • User Feedback: Incorporate common questions

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Version Control

Maintain content history and changes: 
{
  "version_control": {
    "current_version": "3.2",
    "change_tracking": true,
    "approval_workflow": true,
    "rollback_capability": true
  }
}

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User Experience Optimization

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Voice-First Design

Optimize for voice interactions:
  • Conversational Tone: Write as if speaking to users
  • Logical Flow: Structure information in conversation order
  • Anticipate Follow-ups: Include likely next questions
  • Clear Conclusions: End with clear next steps

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Accessibility Considerations

Ensure content works for all users:
  • Plain Language: Avoid jargon and technical terms
  • Multiple Formats: Provide information in various ways
  • Cultural Sensitivity: Consider diverse user backgrounds
  • Language Clarity: Use simple, direct communication

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Analytics and Improvement

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Performance Metrics

Track key indicators:
  • Content Usage: Which documents are accessed most
  • Search Success: Query resolution rates
  • User Satisfaction: Feedback on content helpfulness
  • Agent Performance: How well agents use the content

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Continuous Improvement Process

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Feedback Loop

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A/B Testing

Test content variations:
  • Different Explanations: Compare clarity approaches
  • Structure Variations: Test different organization methods
  • Detail Levels: Optimize information depth
  • Language Styles: Find most effective communication

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Security and Compliance

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Content Security

Protect sensitive information:
  • Access Controls: Restrict sensitive content appropriately
  • Data Classification: Label content by sensitivity level
  • Audit Trails: Track content access and modifications
  • Regular Reviews: Ensure compliance with policies

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Privacy Considerations

Maintain user privacy:
  • Data Minimization: Include only necessary information
  • Anonymization: Remove personal identifiers
  • Retention Policies: Implement appropriate data lifecycle
  • Consent Management: Respect user privacy preferences

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Next Steps