To all the business organizations out there, it's time to take note! Around 55% of people would start loving your brand if you offered them easy access to information and support. In other words, you have to create a central repository consisting of information, data, and resources for them, or we can also say a knowledge base. This will not only act as a comprehensive resource of information for them but will also allow them to contribute, thus enhancing engagement with the organization actively. Today, in this article, we will see how to create a knowledge base and discuss everything related to it. So, without any further delay, let's begin.
Types of Knowledge Bases
Structured vs Unstructured
A knowledge base where the information is in an organized form is called a structured knowledge base. Here, the information can be retrieved with ease as it is formatted or categorized according to predefined criteria. An example of this is a database of a customer where the information is present with clear fields for name, address, and contact.
The unstructured knowledge base is the complete opposite of the one mentioned above. It is not systematically organized and has no predefined format. Here, the information is presented in a diverse form, and they can follow several templates. Examples include social media data, which contains unstructured knowledge.
Internal vs External
Internal knowledge bases are databases that are created within the organization and thus can only be accessed by those who are part of it. They usually hold sensitive information that can be made public, such as company policies, best practices, etc. An internal wiki used by a company for collaboration among employees falls under this category.
External knowledge bases are accessible to individuals outside the organization as well, contrary to internal knowledge bases. These are usually created to provide valuable information to everyone and thus hold the data that can be made public. Customer-facing FAQs, public documentation, or community forums provided by a company are some examples of external knowledge bases.
Components of a Knowledge Base
Information Sources
Informational sources typically include technical documentation, user manuals, and contributions from subject matter experts or experienced individuals. While technical documentation and user manuals serve as fundamental sources of information within a knowledge base, the latter adds depth and credibility to it.
Organization and Categorization
Just imagine you are accessing an online library with no sections for different genres or subjects. Would it be easier for you to find books? The answer would be no! The same will be the case with the knowledge base if there is no organization or categorization. To make information retrieval and navigation easy, various categories, tags, or hierarchies need to be there.
Search and Retrieval Systems
The amount of information present in a knowledge base is vast and thus requires a robust search functionality so that the users can quickly find the information they are looking for. Apart from these, filters or advanced search options like e-commerce websites can also be provided. This will help users narrow down results based on specific criteria, making retrieval easier for them.
How to Create a Knowledge Base?
Step 1: Planning
The very first thing that you need to do is to plan things out. Write everything down on paper. Every small detail of your desired knowledge base should be there with you in written form. The reason this step is crucial is that it will help you out in case you get stuck in any of the development phases. Moreover, the roadmap you will create in this step will also help you make adjustments, fix errors, and expand the knowledge base. You can even track the progress and make sure the development is heading in the right direction.
Step 2: Content Creation
When it comes to the knowledge base, creating content is not an easy thing. Here, the amount of information is way too high and thus requires collection from various sources. This includes gathering information from documentation by conducting interviews with subject matter experts or researching industry best practices.
Since the sources vary from each other, the format of the content will differ as well. Therefore, after the collection of the content, it needs to be organized so that it can easily be navigated. Some of the ways of structuring content include categorizing information based on topics or creating a hierarchy. Lastly, ensure the information is not just textual but also contains videos, infographics, or interactive tutorials so that your knowledge base can meet diverse learning preferences.
Step 3: Choosing a Platform
Now, it's time to choose a platform where you want to store the knowledge base. This step will require you to perform a lot of research as there are a variety of options available on the internet for so. Thus, take your time and make sure the platform you go with is easy to use, scalable, and can be integrated with the existing system.
You can either opt for a robust CMS (Content Management System) like WordPress or a specialized knowledge base platform like Zendesk. Other specific platforms that organizations commonly use to build their knowledge base are Confluence, Helpjuice, and Salesforce Knowledge.
Step 4: Content Uploading
After the selection of the platform, the final step is the uploading of the content, but before that, you need to ensure it is well formatted. To all those wondering, isn't it already done in the second step? No, it's not. In the second step, the content was structured into a single format as it was gathered from different sources. Here, it will be formatted according to the platform and also to ensure consistency across the whole content so that it can easily be consumed.
Though a knowledge base has been created, some steps need to be taken at regular intervals, including testing and quality assurance procedures. It is important to perform rigorous testing on the knowledge base as it will ensure its compliance with industry regulations and will also check the content accuracy.
Benefits of a Knowledge Base
Efficient Knowledge Sharing: The biggest advantage that an organization gets from having a knowledge base is the seamless sharing of information among its employees. From HR policies to best practices and operational procedures, every important documentation will be there with everyone, thus easing the day-to-day operational work as well as helping new employees during onboarding and starting working days.
Enhanced Productivity and Decision-making: Since every piece of information in the knowledge base gets stored in a central repository, the employees find information quickly, thus reducing time spent searching for resources. Due to this, not only their productivity but also their decision-making skills were enhanced as they could spend more time on it.
Improved Customer Experience: Along with the organization, a knowledge base benefits the customers as well. Due to their presence, they don't have to rely on the organization for everything; instead, they can make use of the self-help resources present in it. With the knowledge base, they could get answers to their queries with ease, thus having an improved customer experience.
Did you know 67% of customers prefer self-service over speaking to a company representative? Therefore, with the knowledge base, you are not just improving the customer's experience; instead, you are delivering what they want.
Building Brand Credibility: Another thing that gets benefitted from the knowledge base is the organization's image. There is no doubt that credibility determines the relationship of a brand with its clients. Therefore, a positive reputation is a must. By acting as a reservoir of expertise, showcasing the brand's depth of knowledge and commitment to providing valuable information to its audience, an informative and well-maintained knowledge base reflects positively on a brand's credibility and expertise.
Challenges Related to Knowledge Base
Content Relevancy and Accuracy
One of the most difficult things is maintaining the relevancy and accuracy of the content. You have to make sure the information within your knowledge base is up-to-date and correct. The reason why doing this is considered a challenge is because things change rapidly; you can not predict these things, and that's what makes it tough to cope with it.
Solution
The best solution for this is to create a dedicated team whose responsibility will be to perform regular audits, update content, ensure quality, and remove outdated information. Along with this, the team also needs to ensure there is a proper schedule for all these procedures to ensure the knowledge base remains updated.
User Adoption and Engagement
The next challenge is to make users utilize the knowledge base. A lot of times, due to unfamiliarity or lack of value, users don't actively participate in it and instead revert to other means for seeking information. There might be other factors responsible for this, but the results will be common in all of them, i.e., low user engagement, which is not good for the organization and thus needs to be addressed anyhow!
Solution
Organizations can enhance their user engagement and adoption by developing user-friendly systems and conducting training sessions. Apart from learning, the sessions should also highlight the benefits of a knowledge base so that users can be aware of how it can save their time and provide them easy access to exclusive resources. Moreover, targeted communication campaigns can also be conducted to boost the user engagement rate.
Integration with Existing Systems
Another phase where organizations often face a lot of difficulties is during the integration of the knowledge base with their existing systems or platforms. Though these compatibility issues and data migration complexities are common, they might hinder the performance or working of the organization and, therefore, need to be solved as soon as possible.
Solution
To ensure seamless integrations, organizations should adopt scalable solutions or platforms and also check whether they are compatible with their internal communication and operational tools or not. Apart from this, they can also look for platforms that offer customizable APIs, as these challenges can easily be met with them.
FAQs
What are the primary objectives of establishing a knowledge base?
The knowledge base is created to centralize information, improve accessibility, facilitate knowledge sharing, and enhance decision-making processes. Additionally, it supports training initiatives, aids in customer support through self-service options, and preserves institutional knowledge.
How can I measure the success or effectiveness of a knowledge base?
The success of a knowledge base can be measured using metrics such as user engagement, content usage statistics, feedback ratings, and reduction in support queries. You can even incorporate feedback mechanisms or user suggestion portals to gather more information about its effectiveness.
Can a knowledge base be tailored to specific user groups or departments within an organization?
Yes, knowledge bases can be customized to cater to different user groups or departments within the organization. This can be done by providing access to specific sections and creating content relevant to their roles or departments.
How can I encourage collaboration and contributions from users within the knowledge base?
Collaboration and contributions from users within the knowledge base can be fostered by implementing discussion forums, community features, or recognition programs for contributors. Also, actively involve leadership in the same to set an example and inspire participation.
What resources or materials should I include in the knowledge base for employee training purposes?
A comprehensive employee training knowledge base should encompass various resources tailored to diverse learning styles and job roles. You should Incorporate guides, product manuals, standard operating procedures, training videos, and any resources relevant to the organization's processes.
Conclusion
91% of customers state that they would exclusively use an online knowledge base if it is user-friendly and tailored to their needs. This means that creating a knowledge base is not at all enough; you need to ensure it is up to the mark. From accurate information to proper formatting and a user-friendly interface, everything needs to be there within it; only then would it be considered a success. Take your time, follow all the steps we have talked about, and create a knowledge base that is worthy of its users' time.
