Introduction
Writing effective documentation in platforms like Confluence Cloud requires more than just capturing information, it must be structured and written so that both humans and AI agents can easily find and understand it.
Answer Engine Optimization (AEO) refers to structuring and optimizing content so that AI-powered systems (like chatbots or search assistants) can easily extract and present direct answers. https://www.airops.com/blog/aeo-answer-engine-optimization#:~:text=Answer%20engine%20optimization%20,direct%20answers%20to%20user%20queries
In the context of a Confluence knowledge base, this means organizing content for Retrieval-Augmented Generation (RAG) and semantic search. The goal is that an AI assistant can pull accurate, relevant answers for any question, whether procedural, factual, conceptual, or troubleshooting, by referencing your documentation.
Atlassian’s own guidelines note that the quality of AI responses depends on your knowledge base being up-to-date, well-structured, and clear. https://support.atlassian.com/jira-service-management-cloud/docs/set-up-your-knowledge-base-to-improve-the-quality-of-ai-answers/#:~:text=If%20your%20virtual%20service%20agent,structured%2C%20and%20clear
The following best practices are validated based on EISgpt experience and could help you achieve that by standardizing how you create content for optimal understanding and retrieval.
Content
- Best Practices for Writing Documentation for AEO - Structuring Pages and Content
- Best Practices for Writing Documentation for AEO - Naming Conventions and Metadata Usage
- Best Practices for Writing Documentation for AEO - Use of Context, Definitions, and Examples
- Best Practices for Writing Documentation for AEO - Making Information Easy for Semantic Retrieval
- Best Practices for Writing Documentation for AEO - Writing Style
- Best Practices for Writing Documentation for AEO - Maintenance
Quick Reference
Category | Recommendation |
|---|---|
One topic per page or section | |
Use clear, descriptive titles and headings | |
Break info into lists, tables, and short paragraphs | |
Keep logical hierarchy and page tree | |
Use templates for consistency | |
Write in clear, plain language | |
Be concise, cut filler | |
Use active voice and direct instructions | |
Maintain a consistent, professional tone | |
Define jargon and acronyms when first used | |
Title pages with keywords users search for | |
Apply consistent labels (topic, product, type) | |
Use descriptive link text (not “click here”) | |
Cross-link related pages for context | |
Keep attachment/file names meaningful | |
Start with purpose and scope | |
Identify audience and prerequisites | |
Add examples, screenshots, or use cases | |
Define terms and acronyms inline or via glossary | |
Provide scenario-based context where helpful | |
Chunk content: 1 Q/A or task per section | |
Phrase headings like questions or user goals | |
State key facts in the first sentence | |
Include user-friendly synonyms in text | |
Avoid ambiguity; be specific and concrete | |
Review and update content regularly | |
Remove duplicates; use single source of truth | |
Archive outdated pages clearly | |
Monitor feedback and search gaps | |
Keep terminology and style consistent |