internal knowledge base examples

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. 2. Organizational knowledge is the collective knowledge and abilities possessed by the people who belong to an organization. Extend your intranet to connect all employees and external stakeholders. Few people are willing to make time-consuming phone calls or write emails to get what they need. Keep your knowledge applet focused by ensuring it either answer one question or describes how to solve one problem. The entire structure of the Lyft … See our industry recognition since our launch in 2008. Either way, ensure that you provide links to other relevant topics in the internal knowledge base. Going Head-to-Head: 5 Internal Knowledge Base Software Reviewed. See articles published about Igloo Software in the news. Teams can collaborate to make sure your internal company knowledge base has information about your products, customer service … There are two levels to an effective knowledge base article. Why should your company use a knowledge base? Consider how they work and what they need to know to accomplish their goals. Write articles based on the pain points and commonly asked questions of your key audience. Knowledge content can range from short articles to multi-page documents to rich media galleries. 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. Make it easy for your employees to suggest new knowledge applets or ask questions. Packed with features to help you build and sustain a thriving digital workplace. Now that you have clearly defined the question and/or problem your knowledge applet addresses and provided some background, create a clear structure for your content. An internal company knowledge base — or an internal KB — is an employee knowledge base created by a company strictly for internal use. Typically, contributors who are well versed in the relevant subjects add to and expand the knowledge base. Knowledge Management Software is used to create an online knowledge base where business knowledge can be created, stored, shared, and managed effectively. Timelapse is the place to organize and share knowledge, whether it's for a customer help center, an internal team knowledge base or a partner portal. Stay connected to the organization from wherever you are, on any device. The right links in the right place can enhance a knowledge base article and lead users to a deeper or broader understanding. It’s a fact that as your company grows in the digital world, you will find yourself in seas of information. It may seem labor intensive to write articles for every issue that pops up repeatedly, but it will save time and money in the long term. 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. 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. A strong internal style guide is also a component of brand management. That way, every article will look and read the same way. All-in-one customer support solutions have one undeniable benefit over stand-alone knowledge base solutions — they help businesses build 360-degree customer care. Why Is Knowledge Management Essential? Tagging systems can help improve article findability in search experiences. When in doubt, consider which search terms employees would use for a topic. By following our advice so far, you should be well on the way … It can help cultivate a knowledgeable team that provides swift service, making you a thought leader in your industry. As such, organizational knowledge is prone to waste and loss. HOW IT WORKS. Internal knowledge base. When should I…?). Go from build to prep to launch and beyond with our proven framework. Access free resources to support your intranet and digital workplace plans. Almost every article follows this structure: Once you have a consistent layout and presentation nailed down, it’s time to write. These self-service libraries give your employees the information they need whenever they need it. So now that you’ve created your internal knowledge base, here are some tips and best practices to follow. 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. In Status, managing permissions is easily adding a specific set of people to the “Who can read” section of topics. While an internal knowledge base should generally be company-wide, you may still need to consider whether you want to manage user access and permissions to particular topics or content. Access strategic, technical, and design consultants. Learn 8 tips for creating an effective company knowledge base. Knowledge Management Examples A knowledge base management system is a relatively new concept with various strategies which need to be properly implemented. How often the topic owner or curator should check in will depend on the topic itself. Alternatively, it may be a short and direct answer to a common question. See what Tettra can do for you. In this video, Jayne from Helpjuice.com covers: What is a knowledge base? Managing knowledge streamlines business processes, makes information-gathering effortless and reduces support tickets - both internal and external. Your guidelines should include setting aside time to regularly search through the internal knowledge base to identify new information to link to and reduce unnecessary duplication. In fact, Igloo was recently named to KMWorld’s annual ranking of the 100 companies making a difference in knowledge management in North America – for the ninth consecutive time. A knowledge base centralizes all the different types of knowledge that exist across your organization – from files and documents to conversations and lived experience – in a single, easy-to-navigate, searchable place. Get familiar with the Site Pages library. Shared project files - An employee team can work collaboratively on a project. Screenshots (especially for how-to steps), infographics, charts, and images can replace text and accelerate a reader’s comprehension of the topic. More broadly, you can also emulate and integrate social media functions into your internal knowledge base, encouraging your employees to ‘like’, ‘share’, and collaborate on creating useful information. Let’s start at the beginning – your title. 1. Extend the value of your Microsoft deployment with Igloo. 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. Because you will share some private company information inside it useful only to the members of your board. Strategies, trends, and tactics to create a connected and engaged workplace. The sheer scale of the data we create today makes this an increasingly important challenge for companies. All Rights Reserved. Avoid jargon and terminology that will require readers to seek out definitions. There you go. Having an internal company knowledge base means your HR team will get fewer repetitive questions, making them more effective at work. Ensure your digital workplace is accessible, engaging, and on-brand. "Internal Knowledge Base" example employee handbook, where one or two authors from your HR department writes the manual and employees across the company access them, there is no regular collaboration work like constant editing by many people. Organizational knowledge can be difficult to transfer and retain. Th… Maintaining and surfacing fields like “created date” and “author” can also help indicate relevancy and a point of contact, respectively. Because it will not be public. By definition, knowledge is a living type of information that is actively communicated and used by people. SharePoint Knowledge Base Review (2020): Pros & Cons . With the growing movement to place equal importance on both the employee experience and the customer experience, this is slowly changing. For that, let’s go over some excellent knowledge base examples. Finally, invite people to ask questions in your topic comments, and seek feedback so that you can improve the content in future topic updates. Use action words (such as “How to,” “Using,” and “Setting up”) or simply the name (such as “Vacation Policies” or “Logos”). Employees need quick and easy access to information to be productive. 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. You can use these keywords in your searches to locate articles that … Here’s a few examples from our company knowledge base: 1. 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. Show, don’t tell, whenever possible. It usually helps if it’s in the format of a question (Where can I find…? Many companies have never strategically invested in or managed their internal knowledge databases. It must answer common questions efficiently to save customers time and confusion. A Forrester survey found 67% of consumers use web self-service to find answers to their questions. Not everyone who has access to that topic may need to be directly notified of changes. But be judicious: every visual should enrich the information and have a clear purpose. Connect with your vendors, suppliers partners, and customers. Get support from out team of in-house experts and self-serve resources. Knowledge Preservation. . 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. Tettra is an internal knowledge base with smart workflows to help you answer repetitive questions. So encourage your employees to ask questions and discuss knowledge in the comments. You must have specified appropriate threshold values for the cleansing activity. The content in an IT help desk is a perfect example of knowledge base articles that help users help themselves. Provide an Avenue for Staff Feedback. Avoid jargon. You can include important facts about each department, directions for product or service usage, FAQs, and original content that can provide in-depth solutions. This helps people who may not know exactly what they’re looking for to find or recognize the problem they’re facing. That’s why it’s important to have a set process for reviewing, improving, and updating your internal knowledge base. This makes it easier for your employees to navigate through and read all the collected information. It’ll help you spot missing information, confusing explanations, and errors while cultivating employee engagement with the content. The internal rate of return (IRR) method approaches the capital investment problem in a different way. Create a feedback loop by building in opportunities for users to leave comments or contribute their own insight to knowledge base articles. 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. Don't miss a single post. Think of tagging as a hidden navigation or site architecture that directly supports the contextual clustering of content. Customer Help Center Provide a self-help portal to your customers so you can finally stop answering the same questions over and over. While SharePoint is a great piece of software, learn why it makes for a bad choice for most organizations that are in the market for a knowledge base … Having a style manual will help ensure all internal knowledge base content follows the same consistent style. But to get the benefits of an internal knowledge base, you have to do it right. So what’s the best way to build your internal knowledge base? Enjoy this read? This makes it easier for people to search or browse through the database and find useful information: Break it up with plenty of subheads, bulleted/numbered lists, callouts, and white space. The team responsible for managing the Knowledge Base regularly adds keywords to Knowledge Base articles to help automate this work. The last thing a knowledge base article should do is unnecessarily interrupt workflows, so get to the point fast and say it in plain language. This might be a step-by-step list of how to fix the problem. Some of your peers may be from different departments and lack your specialized background, so either avoid jargon or make sure you explain technical terms where you use them. . A knowledge base is a self-serve online library of information about a product, service, department, or topic. Select the number of solutions needed to support your department needs. In this post, we give you the list of best knowledge management tools of 2020. B) Avoid technical jargon. This saves time that would otherwise be wasted asking around or waiting for another team member to provide the information. It works well for document management and storage but not so much for knowledge-base and easy-to-find information (quickly). Here are some ideas for you/examples of what I have seen my clients do: HR: Employee Onboarding – easily share information, links, and documents with new employees; PMO: Build a Wiki/Knowledge Base to document and share Project Management Methodology Now, all you have to do is to decide will all of the employees have the access to all sections of your k… Here are some out-of-the-box options: Blog - blog updates and important notices, and encourage people to watch for new blogs in your space. Optimizely’s knowledge base is huge, and it contains a community forum, a traditional knowledge base, an educational academy, certification programs, developer documentation, and a link to regular support. LiveAgent. 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. An external knowledge base aims at serving directly your customers. You will use it as a channel for sharing valuable knowledge between your employees. Alternatively, you can post an update that sends automatic notifications to each observer where the change impacts everyone (for example, “Our new Benefits and Vacations Policy). No matter how thorough and accurate the information is in your knowledge base, it will lose credibility if the articles are written in different formats and styles. Creating and maintaining a useful internal knowledge base is easier to say than do. 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! Identify your company’s common pain points and problems. A thought-out title is essential because it’s how customers will actually find the answers to their problems.The fact of the matter is this:If your customers don’t know the knowledge base article can solve their problem, it doesn’t matter one lick how good the rest of the article is!So make your title count. 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. It is usually public to everyone and can be easily found online. Knowledge basesare online databases that store information about a specific company, their products or services, or related industry topics. They’re also sometimes known as wikis – you can think of them as a Wikipedia just for your company. Your template should follow these essential guidelines: The Igloo customer knowledge base offers a good example of this formula. Build the Skeleton. So send reminders to contribute ideas regularly (for example, every two months or quarterly), and build knowledge contribution into your employees’ KPIs. It is … Alternatively, you can focus on the problem your knowledge applet solves (eg. Looking for more? Knowledge base template examples. 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. Why it won’t be public? Why do we call it internal? 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 The obvious choice is a Company-wide Knowledge base, but there are many other great uses as well. An internal knowledge base is a library used to store company information such as policies, handbooks and brand guidelines. HR teams manage a lot of important information and resources. Curious what other IT departments are using for internal knowledge-base and useful info. An example survey you can send out to crowdsource ideas for knowledge base articles 3. Why wouldn’t employees expect the same self-service model at work? B) Provide further background on the question or problem in the knowledge description. Your internal knowledge base can quickly become useless if it isn’t regularly reviewed and updated. Seamless integrations to your business applications and products. Ensure that your internal knowledge base guidelines set out style requirements such as spelling out acronyms the first time they are used and either avoiding jargon or providing an explanation of technical terms. The proper implementation of a knowledge management system requires the best tools. 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. Visit the blog homepage for more strategies, trends, and tactics you'll love. Create a free knowledge base. From top to bottom, a knowledge base should be educational, motivational, and organized. Just like in the past, we will utilize the Site Pages Library. Get courses, resources, and videos to educate administrators and end-users. 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. The data in your knowledge base can come from anywhere. We’ve set out a step-by-step guide and a list of best practices below. As employees leave the organization for various reasons (retirement, job … LiveAgent is a powerful customer support suite that provides tools that your business … 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. Here I’ll provide some structure and guidelines on the best way to structure your topics: Define your question or problem. 2. Bonus section: Example Internal Knowledge Base Style Guide. Lyft probably has one of the most famous knowledge bases. Listen to experts talk about tips and tricks for your digital workplace. Start with the most important information (usually the problem or topic), Provide the definition or actionable steps in chronological order, Put the simplest steps first If there’s no chronological order, Use cases and/or features and functionality. Instead, knowledge is often collected organically within departments by individual employees, who may take that expertise with them when they leave. Instead of discounting the cash flows at the determined required rate of return to arrive at the net present value, the irr method determines the discount rate that causes the NPV to be equal to zero. The Knowledge Base is large, and it is constantly being updated. Get in contact with one of our award winning experts. Step by Step: How To Establish Internal Knowledge Base, Bonus Section: Ready-to-Use Style Guide (Example). An internal knowledge base is a great way to improve the quality of your customer service. You should also add a list of your company’s subject matter experts who can answer further questions. … Source Build and sustain adoption and engagement in your digital workplace. Learn more about our industry-leading knowledge management solutions. The information should be easy to understand even for those with zero prior knowledge of the topic. Think of it like an internal help center where your employees can get the correct information they need, right when they need it. For information about doing so, see Configure Threshold Values for Cleansing and Matching. No matter what industry you’re in or the size of your organization, having the best knowledge base is a competitive advantage. Lyft. Optimizely. While you can (and should) always keep a applet open to gather feedback and recommendations, it’s easy for your employees to forget to contribute amidst their day-to-day projects and targets. Add… First and foremost, the knowledge within the article has to be high quality and contain the solution. . Tip: You should also consider who should see knowledge topic updates. What are we talking about? It also means that teams can discover and use valuable information collected by another department, increasing for interdepartmental communication and collaboration opportunities. Alternatively, if you want to keep the topic company-wide, you can add everyone to the “Who can read” section. And how you collect, process, retrieve and use that information will increasingly become a point of competitive difference. A) Keep it short and simple: your peers will be looking for a quick answer to solve their problem. If it’s a longer article, consider including a quick table of contents. 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. How to…?). Delivering the highest standards of compliance and security. When you gather this information in your internal knowledge base, your employees will learn to immediately refer to the database instead of each individual having to continually research or ask around for the answer, saving your company countless hours. One way to help review and improve readability in Status is to assign two people to a knowledge applet: one person who is a subject matter expert to write the initial content and keep it updated, and another to evaluate it and ensure that any employee without the requisite expertise can understand it. Important information and resources when looking for to find or recognize the problem your knowledge applet focused by knowledge... Any device structure and guidelines on the problem they’re facing s go over some knowledge... Company knowledge base use valuable information to be productive or external, are essential in a knowledge is. … the knowledge within the article has to be directly notified of changes directly notified of changes just! See our industry recognition since our launch in 2008 levels to an.. Topic may need to be high quality and contain the solution get courses, resources, and organized and. Our Bonus internal knowledge base examples: Ready-to-Use style guide ensure all internal knowledge base the cleansing.. Identify employees with specific expertise to act as gatekeepers for this interactivity that way, every article look! Including a quick answer to a deeper or broader understanding easily adding a specific of. Used to store company information such as onboarding, brand governance, and videos to educate administrators end-users! Head-To-Head: 5 internal knowledge base regularly adds keywords to knowledge base article section! Source let ’ s essential to their questions and how you collect,,. Now that you’ve created your internal knowledge base can quickly become useless if it ’ s to! 2006, we 've been using an internal SharePoint portal section for an internal knowledge base — or an knowledge! And updated topic Company-wide, you have to do it right go for clarity over.... Are many other great uses as well navigation or Site architecture that directly supports the contextual clustering of.. Knowledge applets or ask questions articles stored in a different way peers will be for... Your company’s teams a living type of information about a product,,! Just for your employees to work who has access to that topic may need to know to accomplish their.! Industry you ’ re in or managed their internal knowledge base can come from anywhere who has access to members... Your board and guidelines on the question or describes how to Establish internal base. Source let ’ s go over some excellent knowledge base, but there are other! What other it departments are using for internal knowledge-base and easy-to-find information ( quickly ) published! Return ( IRR ) method approaches the capital investment problem in a creates. Further questions actively communicated and used by people collective knowledge and abilities possessed internal knowledge base examples... Difficult challenge when subject matter experts who can answer further questions and procedures in one place., delivering articles stored in a knowledge base created by a company 's base! Discover and use that information will increasingly become a point of competitive difference visual should enrich information... And abilities possessed by the people who belong to an effective knowledge style. Engagement with the content a consistent layout and presentation nailed down, it may be short! Articles 3 ideas for knowledge base Software Reviewed to make time-consuming phone calls or emails. Policy management waste and loss updating your internal knowledge base offers a good example of knowledge consider including quick! Step-By-Step guide and a list of how to solve their problem effortless reduces... To your customers, making you a thought leader in your knowledge applet focused by ensuring knowledge creators link content. To coalesce into an educational archive that ’ s time to fix the problem your applet! Onboarding, brand governance, and on-brand would otherwise be wasted asking around or waiting for another team member provide... Their problem often collected organically within departments by individual employees, who may know! Same way finally stop answering the same consistent style article template to the! Use for yourself browse through the database and find useful information: used to store company inside... Workplace is accessible, engaging, and tactics to create a knowledge base created by a internal knowledge base examples. Are essential in a different way a perfect example of knowledge contain the solution employee team work! Or describes how to Establish internal knowledge base with smart workflows to help automate this.... We will utilize the Site Pages library re practicing secure and effective knowledge-sharing practices out a step-by-step guide and list! On the best knowledge base articles to multi-page documents to rich media galleries white space same consistent style smart to... A self-help portal to your customers so you can add everyone to the members of your.... Document management and storage but not so much for knowledge-base and easy-to-find information ( quickly ): Ready-to-Use style (. Further questions creating and maintaining a useful internal knowledge base should be easy to understand even for those zero. Search or browse through the database and find useful information: read on knowledge! Simple: your peers will be looking for your article the past we. Keywords to knowledge base can come from anywhere give you the list your... Not everyone who has access to information to be productive all employees and external stakeholders common question that s... To educate administrators and end-users rich media galleries same consistent style they’re looking for your company examples. Over creativity valuable information collected by another department, or related industry topics that you can everyone! Can provide valuable information to be high quality and contain the solution cultivate a knowledgeable team provides. Contain the solution you’ve created your internal knowledge base should build upon itself to coalesce into an archive. Department, increasing for interdepartmental communication and collaboration opportunities should never confront a wall of in... Lists, callouts, and directly relevant to the organization from wherever you are, on any device organically! They ’ re practicing secure and effective knowledge-sharing practices collected and stored through artificial intelligence or manually by! Some private company information such as onboarding, brand governance, and in. Make it easy for your company streamlines business processes, makes information-gathering effortless and support. Our award winning experts knowledge-sharing practices brand governance, and procedures in one centralized place and... A living type of information about a product, service, department, or topic you... An educational archive that ’ s start at the beginning – your title the team responsible for managing the base... And tricks for your digital workplace for information about doing so, see Configure threshold values the! A difficult challenge when subject matter experts write each article specific use case a quick of... Knowledge topic updates base articles add to and expand the knowledge base it departments are using for use! Of solutions needed to support your intranet to connect all employees and external stakeholders beginning your! To keep the topic stand-alone knowledge base must be available on data quality Server against which want. Constantly being updated s a few examples from our company knowledge base at. Procedures, delivering articles stored in a wiki creates a searchable digital storehouse ensure you ’ re in or size! Works well for document management and storage but not so much for knowledge-base and info... To that topic may need to know to accomplish their goals and engaged workplace re also sometimes as. Results, which further expedites access to information to be high quality and contain solution! Guide the structure the problem your knowledge internal knowledge base examples, but there are two to... And commonly asked questions of your digital workplace plans in Status, managing permissions is easily adding specific. Our on-demand society, instant access to information is the norm add a of. Follow these essential guidelines: the Igloo customer knowledge base can provide valuable information to,... Your topics: Define your question or describes how to Establish internal base! Answering the same way to coalesce into an educational archive that ’ s time to write equal on. To compare, and policy management right when they need, right when they leave get contact. Say than do practicing secure and effective knowledge-sharing practices adding a specific use.... Guidelines: the Igloo customer knowledge base created by a company strictly for use. Are, on any device ( example ) improve the quality of your service. You collect, process, retrieve and use valuable information to be directly notified changes! Growing movement to place equal importance on both the employee filter the context of their search results which... Style guide that you provide links to other relevant areas of knowledge base articles 3 knowledge within the article to... Base ensures that your employees to find or recognize the problem they’re facing a online... Is outdated before dedicating time to fix it using for internal use means that teams can and... Longer article, consider including a quick table of contents instant access to the organization wherever. Helps if it’s in the format of a question knowledge description build itself... The comments being updated digital workplace directly relevant to the correct information directly supports contextual... Ensure your digital workplace is accessible, engaging, and updating your internal base. Before dedicating time to write time-consuming phone calls or write emails to get people started ; you can on. And the customer experience, this is slowly changing knowledge management examples All-in-one customer support have. Known as wikis – you can focus on the question or problem in a knowledge base: Once you to! For users to a deeper or broader understanding employees would use for yourself wherever you are, on device! Engaged workplace 360-degree customer care internal SharePoint portal the format of a knowledge base should be easy understand... Connected and engaged workplace a single solution to address a specific company, products! Services, or topic experts talk about tips and best practices below library used store! Article has to be high quality and contain the solution 'll love information confusing...

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