A Few Tips and Resources for Managing a Knowledgebase

Managing a knowledgebase (KB) can seem like a scary undertaking at first, but luckily, there are a lot of fantastic resources available for any KB initiative, and I'm always happy to share what I've learned through my KB experiences. Following are a few of the tips I give to most KB managers when they are first getting started:

  • Make sure managing knowledge fits into your corporation's KPIs before you ever get started
  • Communicate direction with the middle managers.  Make sure they understand the KB direction and what’s in it for them.
  • Become familiar with the Consortium for Service Innovation and their Knowledge Centered Support (KCS) methodologies
  • Be careful what you measure.  Encourage activities and measure outcomes. For example, if you measure the activity of creating articles, your KB will end up with a lot of duplication.  Instead you want to measure KB success.  For more information around measuring for success, see the KCS Practices Guide.
  • The Knowledge Manager should work with your company'sKB Council team to make decisions and create the vision and objectives.
  • Do not do a dump of old information into the new KB.  This information is not structured for findablility or most likely out of date.  (garbage in – garbage out) 
  • Building a knowledgebase is a journey, not a destination.  It takes time, patience and perseverance to make a KB initiative the best it can be for your company.

Following are a few additional resources I really like, that might be of help to you and your KB manager:

AND remember..KCS is already at work for you here at inContact, visit us at www.incontact.com/support to register.  
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