Build a robust documentation system for your membership site

Creating a membership site allows you to build a community, share valuable resources, and generate recurring revenue. However, as your membership site grows, so does the complexity of managing it and you need to track the who, what and where.

Without a robust documentation system in place, you risk confusion, inefficiency, and even member dissatisfaction. So, with that in mind, let’s explore how to build a documentation system that not only supports your operations but also enhances the member experience.

Why documentation matters for membership sites

A well-structured documentation system serves as the backbone of your membership site. It ensures that everyone involved—from your team to your members—can access accurate information quickly and easily.

For you and your team, documentation simplifies internal processes, reducing time spent on repetitive tasks. For members, it provides a seamless experience by offering clear instructions, FAQs, and resources at their fingertips.

Think of it as a self-serve knowledge base that empowers users while freeing you from being the bottleneck for every query. A shortcut to monetizing your online community, if you will.

Members don’t want to wait hours or even days for answers to simple questions, and you don’t want to spend your valuable time responding to the same issues over and over again. Every minute lost is money lost, right?

Because of this, in the long run, robust documentation enhances your credibility, reduces churn, and fosters a sense of trust within your community. It becomes a bridge that connects your team’s efforts with your members’ needs, ensuring everyone is on the same page.

Key elements of a strong documentation system

Contrary to popular belief, building a documentation system is much more than managing all available and useful information and making it readily available. Instead, the system must contain:

• Member onboarding resources: Clear and detailed guides to help new members navigate your site and make the most of their subscriptions. Everything must be outlined, with images and GIFs ideally, to show members exactly how each feature works.
• Frequently Asked Questions (FAQs): A centralized repository of answers to common queries. Your support team should already have a list of questions they face regularly, so it shouldn’t be an issue to just deconstruct them and provide answers.
• Troubleshooting guides: Step-by-step solutions for technical or account-related issues. These should be written in a way that’s easy to follow, even for non-tech-savvy members. Likewise, every page should contain a link to contact a human support agent immediately if the explanation isn’t sufficient.
• Content index or directory: A searchable index that helps members locate specific resources or sections quickly. This is especially helpful for sites with a large library of content.
• Internal documentation: Procedures, workflows, and policies for your team to maintain consistency and efficiency. This might include templates for responding to member queries or guidelines for updating the site.

Each of these components addresses a different aspect of your membership site’s operations and user experience. Together, they form a cohesive system that serves everyone involved. Without these foundational elements, you’re likely to encounter unnecessary roadblocks and frustrations—both for your team and your members.

Step-by-step guide to building your documentation system

Whenever I asked my colleagues and associates why are they selling on online marketplaces, the main reasons I heard were documentation and support. And it wasn’t even close.

The main reason for this, according to them, is that they prefer relying on a third-party platform, despite the straightforward nature of starting your own membership site. The whole process involves a few steps, each with its own purpose in the mechanism of your future site. They go as follows:

1. Assess your needs

Start by identifying the specific challenges you face. Are members frequently emailing you with the same questions? Do your team members struggle to find information about internal processes? Conduct a quick audit by gathering feedback from your team and members. Pay attention to recurring issues and topics—these will form the foundation of your documentation.

For example, if your site offers courses, members might need help navigating modules or accessing certificates. If you’re running a subscription service, questions about billing or cancellations are likely common. Simply put, understanding these pain points means you’re already halfway towards creating a thriving site.

Additionally, take note of any bottlenecks within your internal operations. Perhaps team members are unsure of how to handle specific member requests or updates. In that case, you can:

2. Choose the right tools

Your choice of tools can make or break your documentation system. Look for platforms that are intuitive, scalable, and customizable. Here are some options to consider:

• Knowledge base software: Tools like Zendesk or HelpScout allow you to create a searchable knowledge base for your members. These platforms often come with pre-built templates, making it easier to organize and present your content.
• Wiki platforms: Notion or Confluence work well for internal documentation, providing a flexible way to organize content. Their collaborative features also make it easy for your team to update and maintain the system. Access controls are available, too.
• CMS features: If your membership site is built on WordPress, plugins like BetterDocs or Documentor can integrate directly. These plugins are designed to create and manage documentation efficiently within your existing site.

The tool you choose should align with your technical expertise, budget, and the complexity of your site. Simpler setups might only need a well-organized Google Drive or Dropbox folder, while larger operations could benefit from dedicated software. Remember, the best tool is the one that your team and members will actually use.

3. Structure your documentation

The structure of your documentation is critical for usability. Members and team members alike should be able to find what they need without unnecessary clicks. Here’s how you can organize your content effectively:

First things first, divide your documentation into clear sections like onboarding, troubleshooting, and billing. This makes it easier for users to navigate. Then, you must use a logical flow, starting from general topics and narrowing down to specifics. After onboarding, you can continue with

Creating an account and Navigating the dashboard. Lastly, a robust search function is non-negotiable. Members should be able to type in keywords and find relevant articles immediately. Consider tagging articles with multiple keywords to increase their discoverability.

Your goal is to make the documentation as intuitive as possible. Imagine yourself in your members’ shoes: if they encounter a problem, how quickly can they find the solution? A confusing structure will only add to their frustration, so take the time to get this right.

4. Create high-quality content

Documentation is only effective if it’s clear, concise, and user-friendly. Follow these best practices when creating content:

• Use simple language: Avoid jargon or overly technical terms unless absolutely necessary. If you must use specific terminology, include a glossary. The goal is to ensure that even a new member can understand the content without feeling overwhelmed.
• Be visual: Incorporate screenshots, diagrams, or even short videos to explain complex processes. Visual aids can significantly improve comprehension and make your documentation more engaging.
• Stay consistent: Use the same tone, formatting, and structure across all articles. This consistency creates a professional appearance and helps users navigate more easily.
• Test your content: Before publishing, ask a few team members or users to go through the documentation. Their feedback will help you identify gaps or unclear instructions. A fresh set of eyes can often catch things you’ve overlooked.

5. Make it accessible

Accessibility is about more than just having a search bar. Ensure your documentation is easy to locate and navigate. This means adding links to your documentation in key areas, like your site’s footer, dashboard, or help section. You might even consider adding a “Help” button that’s visible on every page.

Not to mention, many members will access your site via mobile devices, so your documentation must be mobile-friendly. Test how your pages look and function on smaller screens.

If your audience is international, consider localizing your documentation with a translation API into different languages. Of course, this should be done after looking at the stats and calculating the feasibility of this undertaking. Make sure you at least use a human translator to review for any mistakes.

Accessibility also means accommodating members with disabilities. Use tools like contrast checkers and screen reader compatibility tests to make your documentation inclusive. An inclusive system not only broadens your reach but makes it much easier to monetize particular aspects of the site.

Final thoughts: How to build documentation system

Building a robust documentation system may seem daunting initially, but it’s an investment that pays dividends. With clear, accessible, and up-to-date resources, you create a frictionless experience for your members while streamlining your internal processes.

Start small, focus on the most critical areas, and expand as needed. Remember, your documentation is a living resource—keep nurturing it, and it will continue to support your membership site’s growth and success.