Post by moon125 on Nov 5, 2024 8:33:50 GMT
A company knowledge base is a tool for storing and sharing information that can significantly improve the quality of employee performance and customer service. In this article, we explain why an organization needs one and what principles should be taken into account when creating one so that it truly brings benefits.
What is a company knowledge base and why is it needed?
A knowledge base is a single repository of information that can be internal or external. The internal one is intended for employees and helps them find shopify website design answers to questions on their own, rather than waiting for a colleague to explain what to do. This speeds up the problem-solving process and also helps increase staff productivity.
Organization knowledge base
When faced with a problem at work
The contents of an internal knowledge base may vary depending on the business, but it typically includes:
organizational policies;
instructions;
adaptation and educational materials;
organizational structure;
legal documentation;
product roadmap;
etc.
An external data warehouse is needed so that a company's customers can learn more about a product or service without having to contact a customer service manager. The list of information also varies depending on the type of organization and the needs of its customers. It may include:
user manuals;
detailed information about a product or service;
terms of use;
company news;
Frequently Asked Questions (FAQ);
webinar recordings;
support service contacts.
Next, we will focus on the internal knowledge base that will be useful to HR and each employee throughout their Employee Journey Map.
Benefits of a knowledge base for staff
Accelerated adaptation of newcomers
Individual training for each newbie is the best option. However, if you have to hire dozens of specialists at once, this process is simply not scalable.
A single data repository will help new team members quickly understand the company's processes, policies, and projects. It also ensures that all newcomers receive the same information and do not miss anything.
In addition, it happens that new employees are embarrassed to ask again if they do not understand something, and their questions remain unresolved. A large volume of new information and difficulties in understanding tasks is one of the reasons why staff turnover during the adaptation period can reach 40%. A knowledge base gives newcomers autonomy and the opportunity to independently study documents and fill in gaps at a convenient time, thereby reducing the risk of them leaving the company in the first weeks of work.
Read also
For information on how to properly immerse a new employee in work processes, read the article “Onboarding New Employees in a Company”
Read more
Increased employee productivity
A good knowledge base allows staff to quickly find the information they need, which means they can use their time more efficiently and complete tasks more quickly. Include work standards, procedures, and best practices in it to help standardize the approach to tasks and reduce errors and misunderstandings.
You can assess whether your team has enough resources to perform their work duties productively using the Processes and Changes metrics in the engagement survey on the Happy Job platform . Satisfaction with the resources provided is measured by the Resources submetric.
Metrics "Processes" and "Changes" on Happy Job
Metrics "Processes" and "Changes" on Happy Job
Metrics "Processes" and "Changes" on the Happy Job platform
Upon completion of the survey, the system will provide an automated report and recommendations for the manager and HR manager, and will also provide the ability to track progress in working on changes.
What are the other advantages of the Happy Job online platform:
100% anonymity of responses to obtain relevant data;
gamification (animation and illustrations) in the survey to reduce the cognitive load on respondents;
powerful HR analytics tools will save resources on data collection and processing;
simplicity and speed of filling out the questionnaire.
survey platform
Find out the opinion
of employees
Just!
Staff training
The knowledge base can accommodate individual development plans for team members and create sections with training materials for pumping up various competencies: videos, articles, manuals, online courses and other educational resources. Employees will be able to independently study the materials in accordance with their career needs.
Keeping useful materials in one place
Every day, company personnel use a huge amount of data. If the necessary files are in different places - shared folders, cloud storage, on employees' desktops - there is a risk of losing them. Storing information in one place will help systematize data across the organization so that it is accessible to everyone. Team members will not have to, for example, ask an HR specialist for a vacation application template and wait for an answer, because they can easily find it in the knowledge base.
How to create a knowledge base
Determine the target and location
Before you start creating a knowledge base, decide what goals you want to achieve: increasing productivity, reducing training time for new specialists, improving communication, increasing awareness of the organization's activities, etc. Make sure that it will contain everything that is needed, and users will not have to look through irrelevant search results.
The knowledge base can be placed on an internal portal, corporate website, intranet or on project management platforms (Yandex.Tracker, Trello, MS Teams, etc.). If the organization has a separate platform for staff training, upload useful materials there.
What is a company knowledge base and why is it needed?
A knowledge base is a single repository of information that can be internal or external. The internal one is intended for employees and helps them find shopify website design answers to questions on their own, rather than waiting for a colleague to explain what to do. This speeds up the problem-solving process and also helps increase staff productivity.
Organization knowledge base
When faced with a problem at work
The contents of an internal knowledge base may vary depending on the business, but it typically includes:
organizational policies;
instructions;
adaptation and educational materials;
organizational structure;
legal documentation;
product roadmap;
etc.
An external data warehouse is needed so that a company's customers can learn more about a product or service without having to contact a customer service manager. The list of information also varies depending on the type of organization and the needs of its customers. It may include:
user manuals;
detailed information about a product or service;
terms of use;
company news;
Frequently Asked Questions (FAQ);
webinar recordings;
support service contacts.
Next, we will focus on the internal knowledge base that will be useful to HR and each employee throughout their Employee Journey Map.
Benefits of a knowledge base for staff
Accelerated adaptation of newcomers
Individual training for each newbie is the best option. However, if you have to hire dozens of specialists at once, this process is simply not scalable.
A single data repository will help new team members quickly understand the company's processes, policies, and projects. It also ensures that all newcomers receive the same information and do not miss anything.
In addition, it happens that new employees are embarrassed to ask again if they do not understand something, and their questions remain unresolved. A large volume of new information and difficulties in understanding tasks is one of the reasons why staff turnover during the adaptation period can reach 40%. A knowledge base gives newcomers autonomy and the opportunity to independently study documents and fill in gaps at a convenient time, thereby reducing the risk of them leaving the company in the first weeks of work.
Read also
For information on how to properly immerse a new employee in work processes, read the article “Onboarding New Employees in a Company”
Read more
Increased employee productivity
A good knowledge base allows staff to quickly find the information they need, which means they can use their time more efficiently and complete tasks more quickly. Include work standards, procedures, and best practices in it to help standardize the approach to tasks and reduce errors and misunderstandings.
You can assess whether your team has enough resources to perform their work duties productively using the Processes and Changes metrics in the engagement survey on the Happy Job platform . Satisfaction with the resources provided is measured by the Resources submetric.
Metrics "Processes" and "Changes" on Happy Job
Metrics "Processes" and "Changes" on Happy Job
Metrics "Processes" and "Changes" on the Happy Job platform
Upon completion of the survey, the system will provide an automated report and recommendations for the manager and HR manager, and will also provide the ability to track progress in working on changes.
What are the other advantages of the Happy Job online platform:
100% anonymity of responses to obtain relevant data;
gamification (animation and illustrations) in the survey to reduce the cognitive load on respondents;
powerful HR analytics tools will save resources on data collection and processing;
simplicity and speed of filling out the questionnaire.
survey platform
Find out the opinion
of employees
Just!
Staff training
The knowledge base can accommodate individual development plans for team members and create sections with training materials for pumping up various competencies: videos, articles, manuals, online courses and other educational resources. Employees will be able to independently study the materials in accordance with their career needs.
Keeping useful materials in one place
Every day, company personnel use a huge amount of data. If the necessary files are in different places - shared folders, cloud storage, on employees' desktops - there is a risk of losing them. Storing information in one place will help systematize data across the organization so that it is accessible to everyone. Team members will not have to, for example, ask an HR specialist for a vacation application template and wait for an answer, because they can easily find it in the knowledge base.
How to create a knowledge base
Determine the target and location
Before you start creating a knowledge base, decide what goals you want to achieve: increasing productivity, reducing training time for new specialists, improving communication, increasing awareness of the organization's activities, etc. Make sure that it will contain everything that is needed, and users will not have to look through irrelevant search results.
The knowledge base can be placed on an internal portal, corporate website, intranet or on project management platforms (Yandex.Tracker, Trello, MS Teams, etc.). If the organization has a separate platform for staff training, upload useful materials there.