Knowledge Base Management
Knowledge management is a business’s ability to control and use information gained either by research, individual feedback, or past experiences that an individual or organization has had. A knowledge management system can (and should) be used by organizations both big and small. They help document, organize, share, and utilize information that may be useful for the organization’s future endeavors.
However, an organization that has been around for a while or has become a major corporation will have more information to manage. Even with a knowledge management system, they may struggle to keep track of all of their data.
Older, larger companies have more experience and data. Therefore, by trying to share more information and knowledge across the organization there is a greater chance of confusion. As a result, it can take employees longer to find what they’re looking for. That means that they’ll be spending less time on the task that needs to be completed, in turn getting less done and making less revenue for the organization they’re working for.
Knowledge base management systems are designed a little differently than other, more basic forms of knowledge management. They were created to manage more extensive and complex organization databases.
What is a Knowledge Base?
Before we explain what knowledge base management is or how to use it, one important question needs to be answered: What is a knowledge base?
A knowledge base is a resource that most companies are either already using or should be using. It is a technology used to store complex data and information. Of course, there are many uses that a company can choose to use or opt out of, but there are five things that we recommend including in your organization’s knowledge base.
1. Company information
The first and probably most obvious thing that you will see in the best knowledge base examples is the documentation of essential company information. One of the biggest time wasters in any business is when an employee searches for information that someone else has already researched or, even worse, waits for someone else to give them that information.
By using a sound knowledge base system, you are giving the members of your organization the ability to not only find the information they need but to share the knowledge they gain along the course of their employment with other members of the organization that need it.
2. Training materials
Training materials are something that all employees, both old and new, should be able to access. It gives fresh employees the ability to learn at their own pace and reference the information they need to complete their training without wasting anyone else’s time.
Access to training materials is also suitable for veteran employees working for their organization for a long time. It gives them access to materials that they can use to brush up their skills and refresh their memory whenever and whenever they need to do so.
3. Sales and marketing content
The sales and marketing section of any organization is arguably the most important. Without them, nobody would know of your organization, nobody would care, and you wouldn’t get any customers or business transactions. No customers mean no sales, which in turn means no revenue. Having a poor, incapable sales and marketing department is one of the quickest ways to run your business into the ground.
However, the employees’ skill levels in your sales and marketing department aren’t the only thing that can make them struggle. No matter how good they are at their jobs, they won’t get any results if they can’t access the necessary information or the right resources.
A good knowledge base gives them access to information relevant to their current task and data on previous sales made to similar buyers. In addition, it will show the marketers the data they need to analyze and adjust their advertising tactics so that they target and appeal to whatever audience is most likely to do business with you.
4. Legal documents
Legal documents may not help get things done faster, more efficiently, or with higher quality. However, they will help prevent your employees from making a mistake that gets you, your organization, or themselves in legal trouble. Giving the right people access to necessary legal documents will ensure that everyone understands the law that applies to their job. This can prevent disastrous consequences such as a lawsuit that your company could have easily avoided.
5. How-to guides
Finally, it can never hurt to include relevant how-to guides for your employees to reference. That way, if they have a question or concern about an assigned task, they have valuable documents to reference instead of wasting your time or that of another employee by asking for instructions.