Do You Need an Internal Knowledge Base?

June 13, 2024

Informed employees are better positioned to contribute ideas, make sound decisions, and deliver exceptional customer service. However, storing information across multiple sources—different inboxes, personal files, or shared folders—can cause frustration and inefficiency on your team.

Having an internal knowledge base will ensure you have all the information needed on a single platform that’s accessible whenever required. Read on to learn more about how creating one can transform your business.

What Is an Internal Knowledge Base?

An internal knowledge base is a centralized hub that contains a wealth of information for your employees. This is where you securely store, organize, and distribute information. Often it includes product and service information, IT instructions, company policies, and standard operating procedures. This central hub gives employees instant answers to work-related questions, ensuring everyone is on the same page. 

Reasons To Have an Internal Knowledge Base

An internal knowledge base provides a comprehensive, searchable system to share company knowledge with your team. When done effectively, these help centers can offer ticket deflection by providing customers with the answers they need to self-resolve their problems. Here are some of the reasons you should have one:

  • Helps with collaboration and communication
  • Makes finding information easier
  • Increases productivity, leading to better KPIs
  • Provides training modules for a smooth onboarding process
  • Creates standardization
  • Improves employee satisfaction

How To Establish an Internal Knowledge Base

When setting up your team’s knowledge base, ensure that information is effectively and accurately shared across your organization. Here are a few steps you can take to establish an effective one:

1. Set Goals

Take the time to consider your knowledge base’s overall scope. This can include issues you want to solve, who will manage and write the articles, and how your knowledge base will fit into your organization. Set realistic timelines and clearly state the requirements to meet your company and employee needs.

2. Get Approval from Internal Stakeholders

Your resources are only as good as the people using them. Therefore, pitch your idea to the company’s higher-ups, and once approved, ensure all internal stakeholders are on board. You can ask for suggestions, determine weak points, and make changes that better align with everyone.

3. Decide What Information You Need To Collect

An internal knowledge base aims to make sharing information across your company more effective and efficient. Therefore, identify the type of information that should be captured. You can start with each department’s everyday issues and topics as you plot all possible content the employees need in the knowledge base.

4. Create a Standard Content Style

Setting content guidelines will help ensure everything in the knowledge base is standardized and meets your company’s expectations. This involves developing your content’s structure, design, and overall layout.

5. Designate Knowledge Base Owners and Admins

A knowledge base isn’t a one-time project, but an ongoing endeavor. Therefore, assign roles and manage user access to ensure the knowledge base is up-to-date. You can have dedicated teams to add content, update your knowledge base, and conduct all related research, including surveys. This will ensure the knowledge base constantly meets the needs of the employees.

Experience Transformational Results With Aktie Now

Equipping your staff with information is paramount to empowering their roles. At Aktie Now, we leverage top solutions to help you create a robust knowledge base that supports your needs. Contact us today to learn how we can help enhance your CX strategy.

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