Keeping your internal knowledge base reader-friendly can be a difficult challenge when subject matter experts write each article. The sheer scale of the data we create today makes this an increasingly important challenge for companies. How to…?). Go from build to prep to launch and beyond with our proven framework. Most of all, a knowledge base should build upon itself to coalesce into an educational archive that’s accessible and practical. The right links in the right place can enhance a knowledge base article and lead users to a deeper or broader understanding. . In other words, go for clarity over creativity. At our core, we help solve business challenges by connecting people to the tools and information they need to achieve the highest levels of productivity. At Igloo we’re genuinely passionate about knowledge management and are constantly experimenting to find the best ways to improve access to the right information at the right time, for all employees in every function. Knowledge Preservation. Help us build a better way for employees to work. That way, every article will look and read the same way. Not everyone who has access to that topic may need to be directly notified of changes. Why it won’t be public? It is usually public to everyone and can be easily found online. Tagging content helps the employee filter the context of their search results, which further expedites access to the correct information. Then create a knowledge base article template to guide the structure. Add… An example of an internal knowledge base can be even a Google Drive folder that is shared only within the employees of the company, or within a specific department. Since 2006, we've been using an internal SharePoint portal. Connect with your vendors, suppliers partners, and customers. You should also add a list of your company’s subject matter experts who can answer further questions. In this post, we give you the list of best knowledge management tools of 2020. Let’s start at the beginning – your title. This saves time that would otherwise be wasted asking around or waiting for another team member to provide the information. Internal knowledge base. Lyft probably has one of the most famous knowledge bases. Going Head-to-Head: 5 Internal Knowledge Base Software Reviewed. Don't miss a single post. Evergreen content may only need to be reviewed once a year, while other topics may cover quickly shifting industry knowledge and need to be reviewed monthly. Tip: In Status, you can just set your knowledge applet to be recurrent (and set how often it should recur).This means every person assigned will receive automatic prompts to review content and ensure it’s still relevant. Get in contact with one of our award winning experts. Learn 8 tips for creating an effective company knowledge base. Because you will share some private company information inside it useful only to the members of your board. The proper implementation of a knowledge management system requires the best tools. Curious what other IT departments are using for internal knowledge-base and useful info. Ensure the information in every link is up to date, accessible to your audience, and directly relevant to the topic. It also means that teams can discover and use valuable information collected by another department, increasing for interdepartmental communication and collaboration opportunities. . Feedback database - A company may have a database of feedback from customers and employees and shares this feedback with their design and research and development departments. Why do we call it internal? Strategies, trends, and tactics to create a connected and engaged workplace. Instead of spending up to one-fifth of the average week searching for information, as reported in a McKinsey survey, employees can apply the extra time gained to drive more value for the organization. Here are some important first steps”). A strong internal style guide is also a component of brand management. Having a central knowledge repository lets you quickly onboard new employees and cope with changes in your company’s teams. When should I…?). With the growing movement to place equal importance on both the employee experience and the customer experience, this is slowly changing. Your internal knowledge base can quickly become useless if it isn’t regularly reviewed and updated. An internal company knowledge base — or an internal KB — is an employee knowledge base created by a company strictly for internal use. This makes it easier for your employees to navigate through and read all the collected information. A knowledge base should be part of your overarching strategy to optimize knowledge management, which can enable your company to curate, store, and disseminate the wealth of information that often gets trapped in emails, information siloes, or tribal knowledge that gets lost when employees leave. Knowledge Management Examples Subscribe for a weekly digest straight to your inbox. Ensure your digital workplace is accessible, engaging, and on-brand. Consider how they work and what they need to know to accomplish their goals. What are we talking about? Here’s a few examples from our company knowledge base: You create a knowledge base portal, install live chat on it and on your entire website to provide timely real-time support, add a bunch of lead attractions like automated chat invitations or popups and, basically, never let a visitor leave unsatisfied Extend the value of your Microsoft deployment with Igloo. Think of tagging as a hidden navigation or site architecture that directly supports the contextual clustering of content. Check out our bonus section for an Internal Knowledge Base style guide that you can use for yourself. An internal knowledge base is only ever as good as its content. Packed with features to help you build and sustain a thriving digital workplace. It looks sloppy and reduces readability and engagement. Instead, knowledge is often collected organically within departments by individual employees, who may take that expertise with them when they leave. In Status, you can just edit the topic body to reflect new information if the changes don’t impact the applet’s observers (for example, if your topic is “Welcome to our company! A Forrester survey found 67% of consumers use web self-service to find answers to their questions. It’s a fact that as your company grows in the digital world, you will find yourself in seas of information. So encourage your employees to ask questions and discuss knowledge in the comments. Source Get courses, resources, and videos to educate administrators and end-users. Typically, contributors who are well versed in the relevant subjects add to and expand the knowledge base. We’ve set out a step-by-step guide and a list of best practices below. Creating and maintaining a useful internal knowledge base is easier to say than do. That’s why having a centralized knowledge base has a number of benefits: Making relevant and up-to-date information readily available makes it much easier for your employees to share knowledge and ensure that everyone is on the same page. All members of the organization would be able to enter feedback into the database and an integrated approach would be taken to understanding the shared information. Alternatively, you can focus on the problem your knowledge applet solves (eg. How often the topic owner or curator should check in will depend on the topic itself. Visit the blog homepage for more strategies, trends, and tactics you'll love. Choosing a solution that allows for different user groups or roles - You want your knowledge base to be secure and private, but also accessible. For information about doing so, see Configure Threshold Values for Cleansing and Matching. Shared project files - An employee team can work collaboratively on a project. No matter what industry you’re in or the size of your organization, having the best knowledge base is a competitive advantage. Why should your company use a knowledge base? A high-quality internal knowledge base – made up of knowledge base articles that consistently adhere to the highest standards – goes a long way to maximize employee effectiveness, reduce the duplication of work, and increase productivity across the organization. An external knowledge base aims at serving directly your customers. Customer Help Center Provide a self-help portal to your customers so you can finally stop answering the same questions over and over. Here I’ll provide some structure and guidelines on the best way to structure your topics: Keep your knowledge applet focused by ensuring it either answer one question or describes how to solve one problem. A knowledge base is a self-serve online library of information about a product, service, department, or topic. There are two levels to an effective knowledge base article. Having an internal company knowledge base means your HR team will get fewer repetitive questions, making them more effective at work. A knowledge base management system is a relatively new concept with various strategies which need to be properly implemented. Alternatively, if you want to keep the topic company-wide, you can add everyone to the “Who can read” section. The content in an IT help desk is a perfect example of knowledge base articles that help users help themselves. Tettra is an internal knowledge base with smart workflows to help you answer repetitive questions. For that, let’s go over some excellent knowledge base examples. As market competition continues to grow and we shift to a knowledge economy, the way your company collects, processes, and shares its information will become increasingly important. With the sheer amount of information passing through internal channels in today’s digital workplace, it’s more important than ever to leverage and consolidate tools that store and strategically surface your company’s collective knowledge in one central location. Once you’ve identified your company’s most commonly asked questions and pain points, assign ownership of particular topics to a member or members of your team. Having the flexibility to do all of those things is vital to the overall success of creating an internal knowledge base in the first place. A) Keep it short and simple: your peers will be looking for a quick answer to solve their problem. Why Is Knowledge Management Essential? Because it will not be public. Write articles based on the pain points and commonly asked questions of your key audience. Learn more about our industry-leading knowledge management solutions. This makes it easy to keep track of who is responsible for drafting and maintaining the information and lets you draw upon the subject matter expertise of specific team members. Establish a style guide for your organization that covers preferred spellings and basic grammar as well as visual presentation for knowledge base articles, including fonts, type size, colors, and images. You can include important facts about each department, directions for product or service usage, FAQs, and original content that can provide in-depth solutions. An internal knowledge base ensures that your employees know immediately where to go if they have a question. See what Tettra can do for you. … B) Provide further background on the question or problem in the knowledge description. Tettra helps you document important processes, policies, and procedures in one centralized place. Employees should never confront a wall of text in a knowledge base article. A knowledge base is only as strong as its articles, and with these strategies you can start improving your existing knowledge base or build a great one from the ground up. You can also draw upon knowledge applet comments and discussions to identify new pain points and further information to include in your internal knowledge base. Not only can you collect the history of certain projects so that your new team member can quickly up to speed, it’s also easier to train people to use one new system, rather than multiple. A high-quality internal knowledge base – made up of knowledge base articles that consistently adhere to the highest standards – goes a long way to maximize employee effectiveness, reduce the duplication of work, and increase productivity across the organization. All Rights Reserved. You’ll need to identify employees with specific expertise to act as gatekeepers for this interactivity. When in doubt, consider which search terms employees would use for a topic. Organizational knowledge can be difficult to transfer and retain. HOW IT WORKS. Channels of communication with your audience, internal or external, are essential in a good knowledge base. The style should be simple and comprehensive and include how to set out your knowledge topic headings and structure.Tip: Create a “How to Write Knowledge Base Content” applet containing guidelines and best practices to serve as a style manual. Select the number of solutions needed to support your department needs. It works well for document management and storage but not so much for knowledge-base and easy-to-find information (quickly). Knowledge basesare online databases that store information about a specific company, their products or services, or related industry topics. You can also ask each team member to check their records and see what questions keep recurring, or what information they constantly find themselves looking for. 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