A knowledge base is another word for an internal FAQ, which your team can use to build and refine its institutional knowledge, empowering everyone to access the … Join 10,000+ users using Kipwise to better share team knowledge, Join 10,000 users using Kipwise to better organize team knowledge on Slack, Try Kipwise - integrated with your favorite everyday tools, How to Structure Internal Knowledge Base – The Ultimate Guide, 5 tips on how to encourage knowledge sharing in the workplace, How knowledge sharing enables a more cohesive team at Community Hired, Hiring Scorecards for Interviewed Candidates. Sometimes employees have to go through an entire 2 hours recorded meeting to get the 2 minutes of the required information. Whether your agent is supporting a customer in real-time by phone or responding to a support ticket, the knowledge an internal KB allows your agents to give customers exactly what they want — a quick resolution to their problem. This can be avoided using an internal knowledge base. ●       Explain in simple words that even an 8th grader can understand. add “A, B, C…” in front of Headings 1 and “1, 2, 3..” in front of Headings 2. But to get the benefits of an internal knowledge base, you have to do it right. If IA is new term for you—or, if you’re just accustomed to hearing it in other contexts—it’s definitely worth doing a little reading about. That’s about 1.5+ productive hours daily wasted. If you add these numbers and apply them to all of your employees, this becomes a huge financial burden. Asana is project management software that helps teams collaborate better. First, make an outline of what you want to accomplish with the knowledge base and what you want to use it for. The same can be said of … Sign up for weekly updates from The Cloud Tutorial. Now, all you have to do is to decide will all of the employees have the access to all sections of your k… It’s one of the … ●       What features do you need at my company? Agree on the structure of the content. Not only does it make the navigation easy to follow, it also makes setting permissions (i.e. Assign team members who : ●       Coordinate with everyone necessary in the organization when needed. You can think of an internal knowledge base as serving the same need as an external one - if there is a question that many employees ask, or a resource that everyone needs, take the pressure off Support by adding this content to a knowledge base. We believe the best way to structure your internal knowledge base is to set the top folders according to your team structure (you can take out your organizational chart to use it as a reference). Internal knowledge base. Observe the pattern of users. Once you have this information, you can then focus on analyzing your requirement as to what you need. How to establish a useful internal knowledge base Start with the most helpful topics: Identify your company’s common pain points and problems. Regularly observe and see if best practices are being followed or not. Now, you are at a point where you know what you want to create and who's … And by numbering the headings, it’s much easier to direct teammates to a specific point in the article when answering teammates’ questions (e.g. Knowledge content can range from short articles to multi-page documents to rich media galleries. Your knowledge base might be used by different departments and different levels of users. ●   Analyze what needs to be done before starting the work on the internal knowledge base. ●    Stop wastage of time, as company employees can simply search for the required information on a single platform, on a single medium. Companies choose us because, at TCT (the Cloud Tutorial), we believe an internal knowledge base can help you save thousands of dollars every month. If you want an internal knowledge base that is easy to set up and use and is priced keeping your budget in mind, The Cloud Tutorial is our recommendation. ●   Select competent knowledge base software (like TCT) to make the whole process easy and efficient. We’ve been using ProProfs Knowledge Base software for quite some time now, and I would say it is the best software to create an internal company knowledge base. Ensure all information follows the same pattern as it can help employees find the right information quickly and easily. How many categories should be defined? You can think about IA â€¦ Learn how to create a useful internal knowledge base from Guru. ●       How are you sharing the required information with the customer? ●       Regularly review and update articles based on new information. So you want to build an internal knowledge base for your company to house these information in an organized way. See if employees need any push to use the internal knowledge base actively or if any tips are needed. Map out your knowledge base structure Start with defining the categories and sections. A good way to start is by coming up with a list of frequently asked questions or going through the orientation materials for your new employees. This article is for anyone who wants to develop a knowledge base for authenticated users to browse and search. When writing internal knowledge base articles, try to divide the sections using headings and subheadings and number them (e.g. It needs constant updates and reviews. ●       How are you training your recruits? Best Practices For Building, Structuring and Organizing A Knowledge Base ●       What is the most efficient way to disperse information? Here's the basic process of building a knowledge base: Decide on the core elements of your knowledge base. Once you are clear in your head about what you want from your internal knowledge base, it will set you in the right direction. There you go. Here are a few things you should consider while searching for an internal knowledge base: A knowledge base is as good as its information, i.e., the data needs to be accurate and user friendly. Do keep an eye out and see which tool encourages collaboration where users can write, share notes, review, and approve a knowledge base article. An internal knowledge base is defined as a central repository for managing and distributing all company knowledge and information. Set up the categories that will be the top level units of your knowledge base and represent the logical subdivision of the entire KB content. Build an advanced knowledge base for your customers and give them answers fast – real fast. Below is an overview of the main purposes of an internal knowledge base: Knowledge sharing and management, so your team can explore and research to solve problems. Start publishing when you have about 10 articles to go live. Otherwise, an internal knowledge base will become a useless mammoth, eating up resources without any benefit. Select a tool with a powerful search engine. Do not wait for the knowledgebase to be complete. A knowledge base is a self-serve online library of information about a product, service, department, or topic. As different reasons can change your direction of how you want to progress. ●    Think like a user when writing internal knowledge base articles. By now, you have … But how to write a most helpful article? Why do we call it internal? ●       Quick training for new employees to get started and be productive. ●       Collaborate with different team members easily. Recommended Reading. An internal knowledge base is a centralized knowledge repository created by a company for internal use. You can start with our free plan and use our tips to build an internal knowledge base for your team within minutes. With structured headings, it’s much easier to scan through the articles (especially lots of internal knowledge management tools like Kipwise can automatically generate Tables of Contents based on headings). Review analytics and user behavior to see if the knowledge base is genuinely useful for the readers or not? Whoever is assigned to write the article should be instructed to go through the process step by step first as a user. Your Internal Knowledge Base Structure When it comes time to figuratively lay pen to paper, you can choose between any of the common knowledge base software , such as Document360. Following these steps will help you go up and ready in no time. Here are a few points you should ask your article writer to keep in mind while creating a guide/ article. ●       What information is the most required? Ask questions like: ●       How are you currently sharing information within the company? Swifttype makes it easy to find the search box in their help center. Companies often use documents, pdfs, emails, recorded videos, and word documents to save the required information to be shared with the employees when needed. To help teammates find the information that they need more easily, other than using naming convention to name your articles, it’s also a good idea to include varieties of keywords that you believe your teammates will use to search for the item. But with the right preparation and following these two key steps, you will be ready to jump into the knowledge pool within no time. Go … Ask yourself questions and define the answers. Perhaps one of the most essential knowledge base software features is search. Review your internal knowledge base regularly. For example, for marketing, you can further divide the top level folders into. who can view and/or edit content inside those folders) much easier. i.e. Implementing an internal knowledge base is important, but using the right knowledge base platform is critical to success. How to structure your internal knowledge base so teammates can find information that they need easily? These might include: The above is not an exhaustive list as different companies have different structures and levels of transparency. Write the knowledge base articles. What do you want your internal knowledge base to be used for? Following these steps will help you create a knowledge base that is useful and accurate at the same time. Here’s a few examples from our company knowledge base: An information architecture project entails a lot of thinking, planning, and decision-making about how your help center is put together. We understand – this can be an overwhelming process. ... Planning the structure of your internal knowledge base. Let’s start with its purpose. Give Guru a whirl. What are we talking about? Subscribe to our newsletter for industry trends and insight from our consulting team. For the best internal knowledge base implementation and tips to ensure employees have the best source to get the required information, follow the mentioned best practices. Knowledge bases content is an ever-evolving part of the company. Developing a knowledge base for internal company use ensures that crucial information is easy to access, consistent, and accurate. Often companies try to be as thorough as they could be with the content before sharing the knowledge base with employees. They’re also sometimes known as wikis – you can think of them as a Wikipedia just for your company. The truth is, building a knowledge base doesn’t ensure it will actually be successful (or even useful for that matter). 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