A Comprehensive Guide to Internal Knowledge Base
Implementing an internal knowledge base allows businesses to share the gift of knowledge company-wide for higher employee satisfaction.
Your business holds a wealth of information, but keeping it scattered across different inboxes, personal files, and within your mind. It can lead to confusion, frustration and inefficiencies within your team. Centralizing this information benefits the company as a whole.
Creating a knowledge base has become even easier. Companies that offer a knowledge-based solution have seen a 20% increase in customer satisfaction.
Irrespective of small businesses or enterprises, having a knowledge base can save time and improve customer satisfaction.
Let us discuss how to create an internal knowledge base, its benefits, examples of some of the best tools available, and best practices for organizing your content effectively.
Table of Content
- 1 What is an Internal Knowledge Base?
- 2 Benefits of an Internal Knowledge Base
- 3 How to Create An Internal Knowledge Base?
- 4 How to Choose the Right Internal Knowledge Base Software
- 5 Top Internal Knowledge Base Software
- 6 Internal Knowledge Base vs External Knowledge Base
- 7 Best Practices of Internal Knowledge Base
- 8 Internal Knowledge Base: An Invaluable Resource for Your Organization
- 9 FAQs on Internal Knowledge Base
What is an Internal Knowledge Base?
An internal knowledge base is a centralized repository of information accessible to employees within an organization. It is a valuable tool for employees to quickly and easily find information they need to perform their jobs effectively.
Internal knowledge bases can be of many types such as a website, a shared drive, a document management system, or a specialized software platform. The key is that everything under one umbrella helps to access important information, documents, training materials and other resources.
Benefits of an Internal Knowledge Base
Internal knowledge bases can be a valuable resource for employees, as they can provide quick and easy access to the information they need to do their jobs well.
- Improve employee efficiency: The internal knowledge base helps employees quickly find the information they need through multiple sources or by asking colleagues for help. It can significantly increase productivity and allow employees to focus on their core tasks.
- Enhanced communication: An internal knowledge base is a central hub for important company information, policies, and procedures. It ensures that all employees are on the same page and reduces the risk of misunderstandings.
- Knowledge retention: It is essential to have a centralized repository of knowledge that new hires can easily access. An internal knowledge base can help preserve institutional knowledge and ensure that important information is preserved when employees leave the company.
- Training and development: An internal knowledge base can also be used as a training tool for new employees or as a resource for ongoing professional development. By providing access to training materials, and best practices, employees can continue to grow and develop their skills.
- Compliance and risk management: Storing important policies, procedures, and compliance information in an internal knowledge base helps companies to ensure that all employees are aware of and adhere to regulatory requirements.
- Cost savings: Implementing an internal knowledge base reduces time spent searching for information, training new employees, and resolving communication issues. It can lead to cost savings and more efficient use of company resources.
How to Create An Internal Knowledge Base?
Creating an internal knowledge base is essential for any company looking to streamline communication and improve organizational efficiency.
1. Determine the Scope of Your Knowledge Base
The first step for creating your internal knowledge base is to determine the scope of the information you want to include. It includes company policies, procedures, FAQs, training materials, and other information that employees may need to reference.
Pro tips:
- Identify the specific information and resources that are most important for your team to have access to.
- Consider the different departments and job roles within your organization to tailor the knowledge base to their specific needs.
- Conduct surveys or hold focus groups to gather feedback and input from employees on what information they would find most helpful.
2. Choose a Knowledge Management System
There are many knowledge management systems available that can help you create and manage your internal knowledge base.
Some popular options include Confluence, SharePoint, and Knowledge Owl. Choose a system that meets the needs of your organization and is user-friendly for your employees.
Pro tips:
- Compare different knowledge management systems to find one that meets your organization’s needs and budget.
- Consider the system’s ease of use, customization options, and integration capabilities with other software your team uses.
- Test out different options with a trial period to see which system works best for your organization before making a final decision.
3. Organize Your Information
Once you have chosen a knowledge management system, it’s time to start organizing your information. Create categories as well as subcategories to help employees easily navigate the knowledge base and find the information they need quickly.
Pro tips:
- Create a clear and intuitive folder structure to organize information within the knowledge base.
- Use consistent naming conventions or tags to make it easy to find information.
- Consider creating categories based on different topics to make navigation easier for users.
4. Create and Update Content
Populate your knowledge base with relevant information, including policies, procedures, training materials, and any other resources that will be helpful for employees. Regularly update and maintain your content to check its accuracy.
Pro tips:
- Assign designated content creators or editors to regularly update the knowledge base.
- Include a review process to ensure all information is accurate and up-to-date.
- Encourage employees to contribute their knowledge and information to keep the content relevant.
5. Implement Search Functionality
One of the key features of an effective internal knowledge base is the ability to search for information quickly. Make sure to implement search functionality within your knowledge base so that employees can easily find the information they are looking for.
Pro tips:
- Ensure the search function is easily accessible and prominently displayed within the knowledge base.
- Utilize keywords/ tags/metadata to improve search results and help users find information quickly.
- Consider implementing advanced search features such as filters or sorting options to refine search results further.
6. Promote Adoption and Usage
When your internal knowledge base is up and running, it is important to encourage employees to use it regularly. Consider providing training on how to use the knowledge base, sending out regular reminders and updates, and rewarding employees who contribute to the knowledge base.
Pro tips:
- Provide training to employees on how to use the knowledge base effectively.
- Highlight the benefits of the knowledge base, such as saving time and improving productivity.
- Encourage feedback and suggestions from users to continually improve the knowledge base parallelly increase user engagement.
How to Choose the Right Internal Knowledge Base Software
Having the right internal knowledge base software is crucial for ensuring that your team has access to the information they need to be successful.
- Define Your Needs
Always start by defining your needs for creating an internal knowledge base. Consider what types of information your team needs access to, how they prefer to search for information, and what features are essential for the company.
- Consider Ease of Use
While choosing an internal knowledge base software or tool consider how easy it is to use. Ensure that it has a user-friendly interface, intuitive search functionality, and customizable features that make it easy for your team to find the information they need.
- Integration Capabilities
It’s important to choose knowledge base software that integrates seamlessly with your existing tools and systems. It should be easily integrated with your CRM, project management software, and other essential tools to ensure that information is easily accessible across all platforms.
- Security Features
Keeping your organization’s information secure is a top priority. Choose a knowledge base software that offers robust security features such as password protection, encryption and user permissions to ensure that sensitive information is only accessible to those who need it.
- Scalability
When your organization grows, your knowledge base software needs to be able to grow with you. Choose software that is scalable and can accommodate the increasing needs of your team as your organization expands.
Top Internal Knowledge Base Software
Providing a knowledge base helps customers solve their problems as they emerge. If you are looking for a reliable knowledge base tool to help your business, there are plenty of great options available.
1. Omni24
Omni24 is a comprehensive SaaS knowledge base tool that streamlines information management and enhances collaboration within organizations. With its user-friendly interface and powerful features.
Omni24 simplifies the process of creating, editing, and organizing knowledge base content. Whether you are a small startup or a large enterprise, this tool offers the perfect solution for efficiently storing and sharing valuable information.
Key Features:
- Intuitive editor: Omni24’s intuitive editor helps to create and edit knowledge base articles without any coding knowledge, saving time.
- Customization options: Omni24 allows you to customize your knowledge base to match your brand’s aesthetics, ensuring a seamless user experience for your customers.
- Multi-language support: With support for multiple languages, Omni24 enables you to reach a global audience and provide localized knowledge base content.
- Analytics and reporting: Track the performance of your knowledge base with in-depth analytics and reports, allowing you to make data-driven decisions to improve user experience.
Pricing
Omni24 offers competitive pricing starting from 29$ per user per month with standard knowledge base features and going up to 149$ per user per month to cater to enterprise needs advanced features and team collaboration options
2. Veemo Support
Veemo Support is another popular SaaS knowledge base tool that enables businesses to provide exceptional customer support and enhance their knowledge management processes. With its intuitive interface and robust features, Veemo Support simplifies knowledge sharing as well as empowers teams to deliver efficient support solutions.
Key features:
- Self-service portal: Allows customers to find answers to their queries by accessing an extensive knowledge base, reducing the need for manual support.
- Customization: Tailor the knowledge base to align with your brand’s identity and style by customizing the look, feel, and layout of the platform.
- Analytics and insights: Gain valuable insights into user behavior, content performance, and popular searches to optimize your knowledge base.
Pricing
Veemo Support’s pricing starts from $29 per user per month for a complete help desk and knowledge base software. It offers 4 paid plans to cater for small, medium and large businesses. You can connect with the sales team for any custom solution requirements.
3. ServiceNow
ServiceNow is a popular IT service management (ITSM) tool that includes a built-in knowledge base feature. It increases self-service rates for customers and employees and boosts agent productivity with contextual knowledge, powered by machine learning.
One major advantage of this tool is its seamless integration with other ServiceNow ITSM products, making it easier to manage multiple aspects of your organization from one centralized location.
Internal Knowledge Base vs External Knowledge Base
When it comes to knowledge bases, there are two main types: internal and external. Each type has its own set of advantages and disadvantages.
1. Accessibility
Internal knowledge bases are designed for employees within a company. They contain information that is specific to the organization, such as company policies, procedures, and internal processes.
External knowledge bases are created for customers or external stakeholders. They generally contain information about products or services, FAQs, troubleshooting guides, and other information that can help users outside the organization.
2. Content
Internal knowledge bases typically contain more detailed and in-depth information that is relevant to employees’ day-to-day work. This includes training materials, project documentation, and internal communications.
External knowledge bases focus on providing useful information to customers and prospects. This can include product guides, troubleshooting tips, and information on how to contact customer support.
3. Authority
Internal knowledge bases are typically created and maintained by employees within the organization. This means that the information contained within them is considered to be accurate and reliable.
External knowledge bases may be created by a team of experts within the organization, but they are ultimately designed to be accessed by a wider audience. As a result, external knowledge bases may need to undergo a stricter review process to ensure that the information is accurate and up-to-date.
Best Practices of Internal Knowledge Base
Having a knowledge base in place is not enough – it’s important to follow its best practices to ensure that your knowledge base is effective and utilized to its full potential.
1. Keep it organized: Logically organize your knowledge base with clear categories and subcategories that make it easy for users to navigate the information they need.
2. Keep it updated: Regularly review the information in your knowledge base to ensure that it remains current and accurate. Encourage employees to contribute and update content as needed.
3. Make it accessible: Consider using a cloud-based platform that can be accessed from anywhere and provide training to employees on how to use the knowledge base effectively.
4. Encourage collaboration: Create a culture of sharing and reward employees for their contributions.
Internal Knowledge Base: An Invaluable Resource for Your Organization
An internal knowledge base is an invaluable resource for any business looking to streamline information sharing, problem-solving and collaboration among employees. By creating a centralized hub of knowledge, businesses can improve efficiency, productivity, and decision-making processes.
The ability to access quickly and share information helps employees work more effectively. Investing in an internal knowledge base can lead to improved communication, employee satisfaction and business success. So, value the power of a well-organized internal knowledge base in helping your organization thrive in today’s fast-paced digital world.
Tushar Joshi is a passionate content writer at Omni24, where he transforms complex concepts into clear, engaging and actionable content. With a keen eye for detail and a love for technology, Tushar Joshi crafts blog posts, guides and articles that help readers navigate the fast-evolving world of software solutions.
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FAQs on Internal Knowledge Base
1. What is an employee knowledge base?
An employee knowledge base is a centralized hub of information that contains all relevant documentation, resources, policies, procedures, and best practices for employees to reference. It serves as a one-stop-shop for employees to access information and solutions to common questions or issues they may encounter.
2. What makes a good internal knowledge base?
A good internal knowledge base is well-organized, easily searchable, regularly updated, and accessible to all employees. It should contain accurate information that is relevant to the daily tasks and responsibilities of employees.
3. What should an internal knowledge base contain?
An internal knowledge base should contain a variety of information, including:
- Company policies and procedures
- Training materials
- FAQs
- Troubleshooting guides
4. What makes a good internal knowledge base?
A good internal knowledge base is comprehensive, easy to navigate, and regularly updated. It should be user-friendly, visually appealing, and contain valuable information that is relevant to employees’ day-to-day work.
5. How do I maintain an internal knowledge base?
Maintaining an internal knowledge base requires regular updates, reviews, and collaboration with subject matter experts. It is important to designate a team or individual who is responsible for managing the knowledge base and ensuring that all information is accurate.
