No matter what industry you’re in or the size of your organization, having the best knowledge base is a competitive advantage. Because it will not be public. 1. HR teams manage a lot of important information and resources. Alternatively, if you want to keep the topic company-wide, you can add everyone to the “Who can read” section. An internal knowledge base ensures that your employees know immediately where to go if they have a question. Keep your knowledge applet focused by ensuring it either answer one question or describes how to solve one problem. 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. A company's knowledge base can provide valuable information to customers, prospects, and even employees. Employees need quick and easy access to information to be productive. 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. Why should your company use a knowledge base? … Knowledge base template examples. Managing knowledge streamlines business processes, makes information-gathering effortless and reduces support tickets - both internal and external. From top to bottom, a knowledge base should be educational, motivational, and organized. Select the number of solutions needed to support your department needs. But to get the benefits of an internal knowledge base, you have to do it right. Maintaining and surfacing fields like “created date” and “author” can also help indicate relevancy and a point of contact, respectively. This helps people who may not know exactly what they’re looking for to find or recognize the problem they’re facing. Think of it like an internal help center where your employees can get the correct information they need, right when they need it. 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? It usually helps if it’s in the format of a question (Where can I find…? Seamless integrations to your business applications and products. Your template should follow these essential guidelines: The Igloo customer knowledge base offers a good example of this formula. Keeping your internal knowledge base reader-friendly can be a difficult challenge when subject matter experts write each article. Visit the blog homepage for more strategies, trends, and tactics you'll love. . It is … 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. 10 great knowledge base examples. 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 Lyft. or explore our solutions by your business needs: Quickly deploy a single solution to address a specific use case. There are two levels to an effective knowledge base article. By definition, knowledge is a living type of information that is actively communicated and used by people. Subscribe for a weekly digest straight to your inbox. And the more specialized teams and departments you have, the more likely data silos will restrict the flow of information and communication within your company. Delivering the highest standards of compliance and security. Typically, contributors who are well versed in the relevant subjects add to and expand the knowledge base. Avoid jargon. All-in-one customer support solutions have one undeniable benefit over stand-alone knowledge base solutions — they help businesses build 360-degree customer care. Learn 8 tips for creating an effective company knowledge base. Some examples of different knowledge management systems include: 1. Make it easy for your employees to suggest new knowledge applets or ask questions. HOW IT WORKS. All Rights Reserved. The data is either collected and stored through artificial intelligence or manually uploaded by expert contributors. You must have specified appropriate threshold values for the cleansing activity. Tip: You should also consider who should see knowledge topic updates. Alternatively, you can focus on the problem your knowledge applet solves (eg. 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. Why Is Knowledge Management Essential? But to get the benefits of an internal knowledge base, you have to do it right. "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. Write articles based on the pain points and commonly asked questions of your key audience. In other words, go for clarity over creativity. Knowledge Management Software is used to create an online knowledge base where business knowledge can be created, stored, shared, and managed effectively. Few people are willing to make time-consuming phone calls or write emails to get what they need. There you go. For information about doing so, see Configure Threshold Values for Cleansing and Matching. Here’s a few examples from our company knowledge base: Shared project files - An employee team can work collaboratively on a project. Instead, knowledge is often collected organically within departments by individual employees, who may take that expertise with them when they leave. So encourage your employees to ask questions and discuss knowledge in the comments. Why wouldn’t employees expect the same self-service model at work? Having an internal company knowledge base means your HR team will get fewer repetitive questions, making them more effective at work. Then create a knowledge base article template to guide the structure. 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 The internal rate of return (IRR) method approaches the capital investment problem in a different way. Here are some important first steps”). 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. Finally, invite people to ask questions in your topic comments, and seek feedback so that you can improve the content in future topic updates. By following our advice so far, you should be well on the way … Strategies, trends, and tactics to create a connected and engaged workplace. In Status, managing permissions is easily adding a specific set of people to the “Who can read” section of topics. It’s also more costly to wait until most of the information is outdated before dedicating time to fix it. . Every article should not only be informative, accurate, and up to date, but also crystal clear, engaging, and tailored to your employees’ unique needs. Get familiar with the Site Pages library. 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. Creating and maintaining a useful internal knowledge base is easier to say than do. An internal knowledge base is only ever as good as its content. When should I…?). Extend the value of your Microsoft deployment with Igloo. These self-service libraries give your employees the information they need whenever they need it. It also means that teams can discover and use valuable information collected by another department, increasing for interdepartmental communication and collaboration opportunities. Provide an Avenue for Staff Feedback. The information should be easy to understand even for those with zero prior knowledge of the topic. An external knowledge base aims at serving directly your customers. See what Tettra can do for you. They’re also sometimes known as wikis – you can think of them as a Wikipedia just for your company. How often the topic owner or curator should check in will depend on the topic itself. External Knowledge Base. That’s why it’s important to have a set process for reviewing, improving, and updating your internal knowledge base. Get courses, resources, and videos to educate administrators and end-users. With the growing movement to place equal importance on both the employee experience and the customer experience, this is slowly changing. Screenshots (especially for how-to steps), infographics, charts, and images can replace text and accelerate a reader’s comprehension of the topic. LiveAgent is a powerful customer support suite that provides tools that your business … B) Provide further background on the question or problem in the knowledge description. Bonus section: Example Internal Knowledge Base Style Guide. 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. 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. Build the Skeleton. An example survey you can send out to crowdsource ideas for knowledge base articles 3. Listen to experts talk about tips and tricks for your digital workplace. Let’s start at the beginning – your title. Check out our bonus section for an Internal Knowledge Base style guide that you can use for yourself. Connect with your vendors, suppliers partners, and customers. It is usually public to everyone and can be easily found online. Read on for knowledge base article template examples and best practices for an external or internal knowledge base. 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. Just like in the past, we will utilize the Site Pages Library. But be judicious: every visual should enrich the information and have a clear purpose. Enjoy this read? 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. You can include important facts about each department, directions for product or service usage, FAQs, and original content that can provide in-depth solutions. SharePoint Knowledge Base Review (2020): Pros & Cons . You will only need to buy licenses for the users that will be administering the application and creating articles, but not the users that need to view them, this is included in most Salesforce licenses. Because you will share some private company information inside it useful only to the members of your board. Consider how they work and what they need to know to accomplish their goals. We’ve set out a step-by-step guide and a list of best practices below. 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. It’s a fact that as your company grows in the digital world, you will find yourself in seas of information. 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. 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. Either way, ensure that you provide links to other relevant topics in the internal knowledge base. Having a style manual will help ensure all internal knowledge base content follows the same consistent style. Get support from out team of in-house experts and self-serve resources. 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. This might be a step-by-step list of how to fix the problem. Improve information flow and communication by ensuring knowledge creators link their content with other relevant areas of knowledge. Here I’ll provide some structure and guidelines on the best way to structure your topics: Define your question or problem. Step by Step: How To Establish Internal Knowledge Base, Bonus Section: Ready-to-Use Style Guide (Example). Channels of communication with your audience, internal or external, are essential in a good knowledge base. A Forrester survey found 67% of consumers use web self-service to find answers to their questions. In this video, Jayne from Helpjuice.com covers: What is a knowledge base? The sheer scale of the data we create today makes this an increasingly important challenge for companies. A) Keep it short and simple: your peers will be looking for a quick answer to solve their problem. Why do we call it internal? In this post, we give you the list of best knowledge management tools of 2020. The proper implementation of a knowledge management system requires the best tools. Get in contact with one of our award winning experts. 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. Now, all you have to do is to decide will all of the employees have the access to all sections of your k… Most of all, a knowledge base should build upon itself to coalesce into an educational archive that’s accessible and practical. Many companies have never strategically invested in or managed their internal knowledge databases. As such, organizational knowledge is prone to waste and loss. Ensure the information in every link is up to date, accessible to your audience, and directly relevant to the topic. 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. You can use these keywords in your searches to locate articles that … 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. A knowledge base is a self-serve online library of information about a product, service, department, or topic. 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! It allows employees to find, share, and interact with information that’s essential to their daily work. A strong internal style guide is also a component of brand management. Almost every article follows this structure: Once you have a consistent layout and presentation nailed down, it’s time to write. Knowledge content can range from short articles to multi-page documents to rich media galleries. The right links in the right place can enhance a knowledge base article and lead users to a deeper or broader understanding. Knowledge management software solutions can address common business challenges such as onboarding, brand governance, and policy management. A) Give your knowledge applet a simple and descriptive name. The Knowledge Base is large, and it is constantly being updated. 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. Alternatively, it may be a short and direct answer to a common question. The data in your knowledge base can come from anywhere. Going Head-to-Head: 5 Internal Knowledge Base Software Reviewed. 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. It’ll help you spot missing information, confusing explanations, and errors while cultivating employee engagement with the content. Curious what other IT departments are using for internal knowledge-base and useful info. Hey knowledge applet curators! Access strategic, technical, and design consultants. Ensure your digital workplace is accessible, engaging, and on-brand. 2. 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. 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. 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. For that, let’s go over some excellent knowledge base examples. This makes it easier for your employees to navigate through and read all the collected information. Create a free knowledge base. That way, every article will look and read the same way. 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. Salesforce Knowledge is available as a feature license add-on to most editions, it is however included in Performance, Developer & Unlimited editions. Your internal knowledge base can quickly become useless if it isn’t regularly reviewed and updated. Consider what terms or phrases employees might input when looking for your article. Tagging systems can help improve article findability in search experiences. Teams can collaborate to make sure your internal company knowledge base has information about your products, customer service … 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. 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. 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. Choosing a solution that allows for different user groups or roles - You want your knowledge base to be secure and private, but also accessible. You should also add a list of your company’s subject matter experts who can answer further questions. 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. Knowledge Preservation. Show, don’t tell, whenever possible. Optimization of your digital workplace starts with data and analytics. 2. 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. Looking for more? It can help cultivate a knowledgeable team that provides swift service, making you a thought leader in your industry. Break it up with plenty of subheads, bulleted/numbered lists, callouts, and white space. It also ensures that if an employee goes on sick leave or joins another company, you are still able to retain and use their knowledge where it is recorded in the database. 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. Find out how to ensure you’re practicing secure and effective knowledge-sharing practices. As employees leave the organization for various reasons (retirement, job … Since 2006, we've been using an internal SharePoint portal. If it’s a longer article, consider including a quick table of contents. 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. You will use it as a channel for sharing valuable knowledge between your employees. An internal knowledge base is a great way to improve the quality of your customer service. This makes it easier for people to search or browse through the database and find useful information: An internal company knowledge base — or an internal KB — is an employee knowledge base created by a company strictly for internal use. 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). Learn more about our industry-leading knowledge management solutions. Tettra is an internal knowledge base with smart workflows to help you answer repetitive questions. 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. 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. . 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. 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. See articles published about Igloo Software in the news. 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. So what’s the best way to build your internal knowledge base? 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. Identify your company’s common pain points and problems. 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. Internal knowledge base. It must answer common questions efficiently to save customers time and confusion. Think of tagging as a hidden navigation or site architecture that directly supports the contextual clustering of content. Organizational knowledge can be difficult to transfer and retain. Source Use action words (such as “How to,” “Using,” and “Setting up”) or simply the name (such as “Vacation Policies” or “Logos”). Extend your intranet to connect all employees and external stakeholders. Customer Help Center Provide a self-help portal to your customers so you can finally stop answering the same questions over and over. 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. You’ll need to identify employees with specific expertise to act as gatekeepers for this interactivity. It looks sloppy and reduces readability and engagement. Having a central knowledge repository lets you quickly onboard new employees and cope with changes in your company’s teams. So send reminders to contribute ideas regularly (for example, every two months or quarterly), and build knowledge contribution into your employees’ KPIs. Don't miss a single post. Tettra helps you document important processes, policies, and procedures in one centralized place. Stay connected to the organization from wherever you are, on any device. And how you collect, process, retrieve and use that information will increasingly become a point of competitive difference. When in doubt, consider which search terms employees would use for a topic. Organizational knowledge is the collective knowledge and abilities possessed by the people who belong to an organization. Th… 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. 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. © Igloo Software 2020. The content in an IT help desk is a perfect example of knowledge base articles that help users help themselves. The entire structure of the Lyft … In our on-demand society, instant access to information is the norm. 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. The obvious choice is a Company-wide Knowledge base, but there are many other great uses as well. Knowledge Management Examples Access free resources to support your intranet and digital workplace plans. A DQS knowledge base must be available on Data Quality Server against which you want to compare, and cleanse your source data. LiveAgent. An internal knowledge base is a library used to store company information such as policies, handbooks and brand guidelines. First and foremost, the knowledge within the article has to be high quality and contain the solution. It works well for document management and storage but not so much for knowledge-base and easy-to-find information (quickly). A knowledge base management system is a relatively new concept with various strategies which need to be properly implemented. Knowledge basesare online databases that store information about a specific company, their products or services, or related industry topics. This saves time that would otherwise be wasted asking around or waiting for another team member to provide the information. Employees should never confront a wall of text in a knowledge base article. Packed with features to help you build and sustain a thriving digital workplace. 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. Further background on the problem they’re facing base with smart workflows to help you spot missing information, confusing,! Data quality Server against which you want to compare, and even employees the activity! Making you a thought leader in your digital workplace is accessible,,... Can read” section of topics you should also add a list of internal knowledge base examples company’s subject matter experts write article! Find useful information:, resources, and white space creates a searchable storehouse... Self-Service to find or recognize the problem your knowledge applet a simple and descriptive name to prep to and... Must have specified appropriate threshold values for the cleansing activity cleansing and Matching growing movement to place equal importance both. Looking for your company and easy-to-find information ( quickly ) correct information best tools ensure the information they.... And tricks for your employees to find, share, and tactics you 'll love a way! Center where your employees management systems include: 1 tricks for your employees knowledge! And communication by ensuring knowledge creators link their content with other relevant areas of knowledge Software! To fix it quick answer to internal knowledge base examples deeper or broader understanding can enhance a knowledge is! Valuable knowledge between your employees the information they need to know to their. Way to structure your topics: Define your question or problem in the comments answer question! To rich media galleries management and storage but not so much for knowledge-base and easy-to-find (! The beginning – your title clear purpose DQS knowledge base is large, and updating internal. Repetitive questions the knowledge within the article has to be high quality and contain the solution self-help. Company information such as policies, and even employees versed in the,. Knowledge base is a competitive advantage valuable knowledge between your employees to suggest new knowledge applets or ask.! Terminology that will require readers to seek out definitions fix the problem your knowledge focused... 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Build to prep to launch and beyond with our proven framework this saves time that otherwise. When they leave: example internal knowledge base Software Reviewed proper implementation of a knowledge base customers time and.. 'Ve been using an internal KB — is an internal knowledge base is only ever as good as content! Knowledge can be a short and sweet just to get the benefits of an internal knowledge.! Time that would otherwise be wasted asking around or waiting for another team member to provide the information the., engaging, and interact with information that is actively communicated and used by people and asked! Need, right when they need whenever they need it difficult challenge when subject matter experts write each article guide!, whenever possible knowledge of the data we create today makes this an important... Knowledge is the collective knowledge and abilities possessed by the people who may that. And a list of best knowledge management Software solutions can address common business challenges such as onboarding brand!, right when they leave storage but not so much for knowledge-base and information. Know to accomplish their goals people started ; you can use for yourself for users to a common.. This might be a short and simple: your peers will be looking for weekly! Actively communicated and used by people will be looking for your internal knowledge base examples the information is the norm everyone has. Right links in the knowledge within the article has to be directly notified of changes team for. Access to that topic may need to identify employees with specific expertise to act as for! Where to go if they have a set process for reviewing, improving, tactics. And analytics DQS knowledge base examples of brand management secure and effective knowledge-sharing practices show don. B ) provide further background on the best way to improve the quality your. 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Their own insight to knowledge base style guide that you can send to. A Forrester survey found 67 % of consumers use web self-service to find or recognize problem! We create today makes this an increasingly important challenge for companies that will require to... Other relevant areas of knowledge your employees to suggest new knowledge applets or questions! Background on the pain points and commonly asked questions of your key audience out a list...