Content Manager Guide — UAD Knowledge Base

Who This Is For: The 1–2 people responsible for adding and updating content in the knowledge base.
Skill Required: None beyond basic computer use. If you can write a Google Doc, you can manage this system.

Your Three Main Jobs

  1. Write and publish Knowledge Base articles — the in-depth guides on UAD 3.6 topics
  2. Manage the FAQ — add, edit, and organize frequently asked questions
  3. Sync documents — ensure the Document Library reflects current files in Google Drive

How to Write a Knowledge Base Article

Article Template

Every article should follow this structure:

TITLE: [Clear, specific title — e.g., "Condition Ratings C1–C6: Complete Guide"]

CATEGORY: [Pick one: Overview | Forms | Comparables | Condition & Quality | 
            Site & Improvements | Valuation | Regulatory | Quality Control | 
            Training]

SUMMARY: [1–2 sentences. What will the reader know after reading this?]

---

BODY:

## [Section 1 Heading]
[Content — use plain language. Avoid jargon where possible.]

## [Section 2 Heading]
[Content]

## Key Points
- [Bullet point 1]
- [Bullet point 2]
- [Bullet point 3]

## Related Articles
- [Link to Article A]
- [Link to Article B]

## Related Documents
- [Link to form or template in Document Library]

TAGS: [3–5 searchable keywords, e.g., condition, rating, C1, C6, photos]
LAST REVIEWED: [Month Year]
REVIEWED BY: [Your name]

Writing Tips

  • Write as if explaining to a colleague who is good at their job but new to UAD 3.6
  • Use headers to break up long content
  • Use bullet points for lists of requirements
  • Always include a "Key Points" section at the end as a quick reference
  • Link to related articles and relevant documents whenever possible
  • If you reference a specific form field, use its exact UAD field name in bold

How to Manage the FAQ

When to Add a Question to the FAQ

Add a question to the public FAQ when:

  • The Q&A log shows the same question asked 3+ times
  • Quality Dept identifies it as a common mistake
  • A regulatory change creates new confusion
  • A new staff member asks a question during onboarding

FAQ Entry Template

QUESTION: [Exact question as staff would ask it — natural language]

CATEGORY: [Match to Knowledge Base category]

SHORT ANSWER: [1–3 sentences. The direct answer.]

DETAILED EXPLANATION (optional): 
[Longer explanation if needed, examples, exceptions]

RELATED ARTICLES: [Links]
RELATED DOCUMENTS: [Links]

APPROVED BY: [Quality Dept reviewer name]
DATE ADDED: [Month Year]
LAST REVIEWED: [Month Year]

FAQ Categories

  • General / Getting Started
  • Forms & Fields
  • Condition & Quality Ratings
  • Comparable Sales
  • Market Analysis
  • Regulatory & Compliance
  • Common Errors
  • Submission & Review Process

Document Library Management

Folder Structure in Google Drive

UAD Knowledge Base — Master (Google Drive)
│
├── 01_Guidelines & Standards
│   ├── UAD 3.6 Official Specification.pdf
│   ├── FNMA Selling Guide — Appraisal Section.pdf
│   └── FHLMC Seller/Servicer Guide — Appraisal.pdf
│
├── 02_Appraisal Forms
│   ├── Form 1004 — URAR.pdf
│   ├── Form 1004C — Manufactured Home.pdf
│   ├── Form 1025 — Small Residential Income.pdf
│   ├── Form 1073 — Condominium.pdf
│   └── Form 2055 — Exterior-Only.pdf
│
├── 03_Templates & Addenda
│   ├── Addendum — Market Conditions.docx
│   ├── Addendum — Additional Comparables.docx
│   ├── Cover Letter Template.docx
│   └── Engagement Letter Template.docx
│
├── 04_Training Materials
│   ├── UAD 3.6 Transition Overview.pdf
│   ├── Condition Rating Photo Guide.pdf
│   └── Onboarding Checklist — New Appraisers.pdf
│
├── 05_Quality Control
│   ├── Pre-Submission Checklist.pdf
│   ├── Common UAD Errors Reference.pdf
│   └── Stip Response Templates.docx
│
└── 06_Regulatory Updates
    └── [Files named: YYYY-MM_Source_Topic.pdf]

How to Add a Document

  1. Add the file to the correct Google Drive subfolder above
  2. Log into the Admin Panel on the knowledge base website
  3. Go to Documents → Sync from Drive
  4. Click Sync Now — the new file will appear in the library within 60 seconds
  5. Add a description to the document card so staff know what it is

File Naming Convention

Use this format: YYYY-MM_Source_Topic.pdf

Examples:

  • 2026-06_FNMA_UAD36-Field-Definitions.pdf
  • 2026-03_Internal_Condition-Rating-Guide.pdf
  • 2026-01_FHA_Appraisal-Requirements-Update.pdf

Content Review Schedule

Content Type Review Frequency Triggered By
Knowledge Base Articles Quarterly Calendar reminder
FAQ Entries Monthly Q&A Log review
Document Library When documents change Regulatory update
Navigation Categories As needed New major topic added

Monthly Content Review Checklist

  • ☐ Review Q&A Log for past month — are any questions worth adding to FAQ?
  • ☐ Check if any articles have "Last Reviewed" dates older than 6 months
  • ☐ Verify Document Library links all work (Google Drive file not deleted/moved)
  • ☐ Check if any regulatory updates need to be reflected in articles
  • ☐ Review search analytics — what are staff searching for most that yields no results?

Quality Standards

Before publishing any article or FAQ entry:

  • ☐ Reviewed for accuracy against official UAD 3.6 documentation
  • ☐ Approved by at least one member of the Quality Department
  • ☐ All links tested and working
  • ☐ No industry jargon without explanation
  • ☐ Key terms match the exact UAD field names/codes used in appraisal software

Questions about content management? Contact the Quality Department.