Knowledge Management Blogs

Popular Articles

Featured
Top 11 Best Knowledge Base Software: A Buyer’s Guide (2025)

Top 11 Best Knowledge Base Software: A Buyer’s Guide (2025)

How can businesses put all their knowledge into practical use?  Knowledge base software is the answer! Being in customer service for 10+ years, I know how knowledge base software can help elevate customer support and internal knowledge management. In fact, 45% of companies offering web or mobile self-service have reported an increase in site traffic...
Featured
How to Create a Successful Product Onboarding Process

How to Create a Successful Product Onboarding Process

There are billions of products on the market screaming for users’ attention and striving to make their own unique mark.  While most products promise to sweep users off their feet, only a handful are able to fulfill these promises. What’s important to note here is that despite brilliant features and functions, a product can fail,...
Featured
9 Golden Tips for Successful Remote Employee Onboarding

9 Golden Tips for Successful Remote Employee Onboarding

Since the outbreak of the pandemic, businesses have been forced to go fully or partially remote.  From face-to-face meetings to online video calls, a lot has changed in how companies operate today.   Although this new work setup has brought with it multiple benefits – higher productivity and lower absenteeism, it has also thrown daunting challenges,...
Featured
What is an Enterprise Wiki & How to Create One for Your Business

What is an Enterprise Wiki & How to Create One for Your Business

New employees tend to spend weeks or sometimes even months learning the ropes of their roles and becoming productive resources.  In a similar vein, existing employees spend hours each day sifting through chaotic files and folders, emails and chats, to find the information they need to complete their daily goals.  There is one thing common...
Building a Smarter Self-Service Knowledge Base? Explore All In-Demand Features

Building a Smarter Self-Service Knowledge Base? Explore All In-Demand Features

I’ve seen countless knowledge bases make big promises but fall short in execution—leaving customers frustrated, questions unanswered, and support tickets piling up. It’s a recipe for disaster. But over the years, I’ve learned that the key to successful user experience lies in choosing the right self-service knowledge base software features.   With 61% of customers preferring...
What Are the Best Practices for Managing & Maintaining an Internal Knowledge Base?

What Are the Best Practices for Managing & Maintaining an Internal Knowledge Base?

Imagine you are in the office and need to find a specific policy, understand a benefits question, or troubleshoot a software issue. You’re met with… nothing. Or worse, a labyrinthine intranet that sends you down a rabbit hole.  Being in the self-service solutions domain for a decade now, I’ve seen firsthand the impact a poorly...
What Is Online Documentation: Types, Best Practices & Examples

What Is Online Documentation: Types, Best Practices & Examples

I spoke to over 50 people about the future of customer self-service, and they all shared the same thing—It’s quite a struggle to find answers online and resolve issues independently.  Effective online documentation serves as a 24/7 customer service representative, providing instant access to answers, troubleshooting guides, and tutorials. When done right, it can help...
What Are the Key Features to Look for in Standard Operating Software?

What Are the Key Features to Look for in Standard Operating Software?

Would you listen to a symphony orchestra where each musician plays their tune, ignoring the guide and the instructions? Not really music to your ears, right?  Similarly, in the business world, a lack of standardized operating procedures (SOPs) can lead to chaos, inconsistency, and missed opportunities. No wonder businesses increasingly use standard operating procedure software...
What Is an Employee Handbook & Why Is It Important?

What Is an Employee Handbook & Why Is It Important?

Imagine starting your first day at the office, excited to contribute, only to be bombarded with a tidal wave of information, policies, and procedures.  This can leave your newly joined employees feeling overwhelmed, confused, and unsure where to turn. In such cases, it’s natural for them to crave a simple and well-crafted employee handbook. An...
What Are the Common Mistakes to Avoid When Creating a User Manual?

What Are the Common Mistakes to Avoid When Creating a User Manual?

Creating a user manual seems straightforward until frustrated users start reaching out with the same questions it was meant to answer. Poorly structured guides, confusing jargon, or missing details can leave users feeling lost. Understanding the common mistakes to avoid when creating a user manual is crucial for ensuring that your documentation is effective, user-friendly,...
How to Choose the Right User Manual Software for Your Business + Top 5 Tools

How to Choose the Right User Manual Software for Your Business + Top 5 Tools

Over the years, I’ve seen dozens of user manuals that are more likely to gather dust than guide users.  Dense paragraphs and technical jargon leave many products unused or misunderstood. But it doesn’t have to be this way. Knowing how to choose a user manual software platform can be the first step in the right...
What Is Enterprise Knowledge Management: Importance, Methods & Tools

What Is Enterprise Knowledge Management: Importance, Methods & Tools

Modern organizations generate vast amounts of knowledge—emails, reports, customer interactions, and insights—yet much of it remains scattered or lost. Without effective enterprise knowledge management systems, this deluge can overwhelm employees, leading to inefficiencies and missed opportunities. Lacking a structured approach to manage this information results in employees spending excessive time searching for data, duplicating efforts,...
How to Write a Business Requirements Document (BRD): Benefits & Samples

How to Write a Business Requirements Document (BRD): Benefits & Samples

Building a house without a blueprint means chaos, confusion, and costly mistakes. The same applies to business projects without a Business Requirements Document (BRD). Without a clear roadmap, teams risk miscommunication, scope creep, and endless revisions. In fact, 37% of projects fail due to unclear objectives, and nearly half derail because of misalignment between business...
What Is an HR SOP: Types, Benefits & How to Create (With Templates & Examples)

What Is an HR SOP: Types, Benefits & How to Create (With Templates & Examples)

Standardized processes are the backbone of any successful organization, but what happens when every employee has their own way of doing things?  Inconsistencies, confusion, and even legal risks become the norm. HR SOPs can save you by bringing order and consistency to all this. HR SOPs provide step-by-step instructions for various HR processes, from onboarding...