Build Knowledge Base

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    I read a blog by Melissa Rosen regarding Knowledge Base.

https://www.groovehq.com/blog/building-knowledge-base

I want to put in perspective my views along with the ideas borrowed from the above blog.

Knowledge Base is essentially an easy-to-access self-service portal for customers and internal employees.

I was a part of creating a Knowledge Base for the company I worked for, but it is always an evolving science with scope to consider improvements. A company can build the Knowledge Base internally without the help of any third-party application. Please do not consider this an overkill if I suggest implementing it using a Static Site Generator and author text content using a Markdown editor. All that is important is to have the Knowledge Base hosted online.

A Knowledge Base has documentation at its core. Oxford dictionary defines documentation as the media—text, images, and video—that explain a product or service, the material that provides official information.

You can implement Knowledge Base as an amalgamation of How-To articles, videos, and FAQs with an agreed-upon structure. It must reduce the number of support calls and help boost the product images.

Also, this is an excellent way of retaining knowledge. Encourage all product team members to contribute to the Knowledge Base, and it helps in continuity when a key employee moves out of the company. It helps train new employees, customers, and other stakeholders. Overall, it helps in Knowledge retention and business continuity.

Related articles:

The ability to learn is the key to survival. We can learn faster by learning from each other.

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