Knowledge Base Management Best Practices

[Danielle Bacon]

We recently launched our employee service center in January 2020 and are now looking to build a strategy for maintaining our knowledge base to ensure content is up to date and accurate for our employees. We are looking to approach this holistically and are exploring different options (i.e. Smart Sheet tracking, etc.) but would love to hear best practices other companies use to constantly review and keep their knowledge bases up to date. Thanks in advance!

[Sonal Shrivast1]

I am glad it helped!

Thanks,

Sonal

[SasankaV]

• Start by conducting regular content audits to identify outdated or inaccurate information.
• Establish clear ownership and accountability for maintaining different sections of the knowledge base.
• Implement a review process where subject matter experts periodically review and update content.
• Utilize version control to track changes and revert to previous versions if needed.
• Encourage employee feedback and contributions to ensure the knowledge base reflects current needs and challenges.
• Consider implementing a knowledge management system like ServiceNow's Knowledge Management module to centralize and streamline content management.
• Provide training and resources to employees responsible for updating and maintaining the knowledge base.
• Monitor key metrics such as content usage and feedback to assess the effectiveness of your knowledge base maintenance strategy.