Build a content plan from actual customer needs and reviewed audit findings. Recommendations are starting points: validate the question, check what already exists, and decide what improvement would make a useful difference.
Gather the evidence#
Use your website's chat questions, support requests, sales questions, relevant search/referral data, and the latest visibility report. Keep their origins clear. A generated question in an audit is a suggestion, while a question in your site's chat is an observed interaction.
Review transcripts in batches when the dataset is large. Request user messages when that is sufficient, and avoid copying private conversations into public drafts. See reporting tools for pagination and export fields.
Consolidate before adding pages#
For each question, find the existing canonical answer. Mark the work as an update, a new page, a navigation improvement, or no action. Combine duplicate recommendations and resolve conflicting product facts first.
A useful planning record looks like this:
| Field | Example |
|---|---|
| Reader's question | Can I keep my current website host? |
| Evidence | Repeated site-chat questions and an audit suggestion. |
| Existing source | Companion setup guide. |
| Change | Add requirements, installation steps, and verification. |
| Owner | Named editor responsible for current product facts. |
| Acceptance check | Reader can choose the right setup path and test it. |
| Follow-up | Recheck after publication and the next product change. |
Choose priority#
Prioritize corrections that prevent wrong decisions or failed setup: incorrect prices, missing prerequisites, unsupported controls, broken install steps, and unclear limitations. Then address frequent questions that block evaluation or normal use. Add broader educational material when it helps readers reach those tasks.
The audit's priority value can inform review, but it does not replace your judgment. Avoid arbitrary page quotas or deadlines promising a citation. A focused update can be more useful than many repetitive pages.
Publish and close the loop#
- Draft the answer using verified product facts and a clear scope.
- Include real steps or reference details where the task requires them.
- Review the private preview, including links and mobile rendering.
- Publish through the CMS or source deployment workflow.
- Verify the public URL, text representation, and a meaningful chat question.
- Record the change date and review comparable outcomes later.
Review whether the original question becomes easier to answer. Measure request access, referrals, sampled citations, and chat outcomes separately. Assign an owner to keep the page current rather than treating publication as the end of the work.
Continue with CMS authoring, content readiness, and maintenance.