Meridian Help Center

Each legacy organization brought its own help articles and FAQs into the merger. The same question often had two or three different answers, the organizations even disagreed on whether to say "member" or "patient," and staff had stopped trusting the old tools in favor of personal workarounds.

Create the standards that turn scattered legacy content into one trusted source of truth, and give site admins a clear way to keep it accurate.

I built two working tools for the admin team. The article template sets one structure, one voice, and required tags for every article, so content is consistent and searchable no matter who writes it. The content audit summary shows how legacy articles are sorted into keep, merge, rewrite, or retire, and how each one moves through the governance workflow: draft, review, approve, publish, retire. Required tagging is enforced by the template itself rather than left to training alone.

Delivered a reusable article template and a content audit summary designed to cut duplicate and conflicting content and give admins one repeatable process for keeping the Help Center current.

Good reference content is a governance problem before it is a writing problem. When the structure and the rules are built into the tools, quality holds up long after the launch.