How is the structure of a knowledge base determined? First answer the following questions:
Who will be reading the knowledge in the KB?
Internal users or external users? We'll be focusing on internal users for the rest of this article.
Will it be the available to the entire company or a subset (ex: just US employees; just the Marketing org)?
What kind of knowledge do the users need?
Be as comprehensive as possible. Look at everything from formal documentation (benefits) to on-the-job information (sales battlecards) and tacit knowledge ("why we switched to using project codenames")
Who will be providing the knowledge?
Identify your subject matter experts (SMEs) for formal and on-the-job documentation.
Where and when will the users need to access knowledge?
Again, be as comprehensive as possible. If the KB will need to be accessed frequently on calls or in onscreen workflows, consider how to best make knowledge available in a way that reduces friction and time spent searching.
Implementation and maintenance
Knowledge base implementation and maintenance are the bulk of your knowledge management strategy. When designing your strategy, consider the following: