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 managed internal knowledge base has on employee morale and efficiency.

This is a common sight in many organizations, and effectively managing an internal knowledge base is crucial for addressing these issues.

An internal knowledge base acts as a central hub for all your company’s vital information, from policies and procedures to project documentation and best practices, making it easily accessible to everyone who needs it.

In this blog, I’ll share the best practices to manage an internal knowledge base that I’ve learned and mastered over the years. But that’s not all. I will also share the insights and strategies you need to cultivate a knowledge-driven culture.

What Is an Internal Knowledge Base?

If you are new to the concept, I recommend you watch this short video which explains what an internal knowledge base does and how it can be created in simple steps. 

An internal knowledge base is a centralized repository of information that is accessible only to employees within an organization. It serves as a single source of truth for all important company knowledge, including policies, procedures, training materials, project documentation, and best practices. 

Internal knowledge bases go beyond simple file storage. They provide a structured and searchable platform for employees to access, share, and collaborate on knowledge. For example, a sales team could use an internal knowledge base to store and share information about their products, pricing, sales processes, and competitor analysis. 

What Are the Top Benefits of Using an Internal Knowledge Base?

An internal knowledge base offers a centralized hub of information that empowers employees and streamlines operations. Here are its five key benefits:

Improved Employee Onboarding & Training

Internal knowledge base streamlines the process of onboarding new employees and providing ongoing training to existing staff. By centralizing training materials, documentation, and FAQs, you can ensure that everyone has access to the same information and resources.

Enhanced Collaboration & Knowledge Sharing

An internal knowledge base enables a culture of knowledge sharing and collaboration within an organization. It provides a platform for employees to contribute their expertise, share insights, and learn from each other. 

Increased Employee Efficiency & Productivity

An internal knowledge base centralizes company knowledge and provides a user-friendly search function, eliminating the time wasted searching for information scattered across emails, files, and individual drives. 

Better Decision-Making

Access to accurate and up-to-date information is crucial for making informed decisions. An internal knowledge base provides a single source of truth, ensuring that everyone is working with the latest information and insights. This leads to better decision-making, reduced errors, and improved outcomes across the organization.

Reduced Support Costs & Reliance on IT

An internal knowledge base can significantly reduce the volume of support tickets and inquiries directed to IT or HR departments by empowering employees with self-service support. This frees up these teams to focus on more complex issues, optimizes resource allocation, and lowers overall support costs. 

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

Managing & maintaining an internal knowledge base is an ongoing process that requires diligence and attention to detail. Here are some best practices to consider and how to implement them:

Utilize AI for Content Creation & Improvement

Choose internal knowledge base software that enables generative AI knowledge base content creation and enhances the quality of your internal knowledge base. 

It can help you generate content ideas, improve writing quality, and even summarize lengthy articles. 

Here’s how you can create an internal knowledge base with ProProfs Knowledge Base:

• Step 1: Create a new article by picking a template, import existing content, or create a blank page to start with
• Step 2: Get your article content by telling AI to summarize the current article, or improve it/adjust the length with AI
• Step 3: Customize and publish your article by adding a table of contents and fine-tuning styling with custom fonts/colors or CSS.

Bonus: Here’s a sample prompt that I use to create comprehensive company knowledge base articles. You can modify it per your target resource creation and call to action.

Regularly Review & Update Content

Review your knowledge base content regularly to ensure it’s accurate, relevant, and up-to-date. Establish a schedule for reviewing and updating articles, and encourage employees to flag any outdated or inaccurate information.

You can do this by setting up a review workflow. This allows you to easily track an article’s progress through various stages, from initial draft to final publication. Here’s how to do it with ProProfs Knowledge Base: 

Step 1: Create a custom status: Click “+ Add New Status” to create a unique status, such as “Pending Design,” and map it with the right team to involve them in the article review and publishing process.

Step 2: Map the custom status with the relevant user roles: Assign the new status to the appropriate user roles, such as “Designer” or “Content Writer,” to ensure that the right people are involved in the review process.

Step 3: Set up email notifications: Configure email notifications to alert team members when an article reaches its designated stage in the workflow, ensuring timely reviews and efficient collaboration.

Step 4: Track article progress: Use the workflow dashboard to track each article’s progress through the different stages, providing visibility and accountability throughout the review process.

Promote Knowledge Sharing & Contribution

Encourage employees to actively contribute to the knowledge base by sharing their expertise, insights, and best practices. Creating a culture of knowledge sharing ensures that your knowledge base remains a dynamic and growing resource that reflects your organization’s collective knowledge.

You can let your teams document everything they know so everyone can access information in real time whenever they need it. They can store data in a format of their choice—written text, videos, and images—and retrieve it.

Use Analytics to Track Usage & Identify Gaps

Utilize analytics to track how employees are using your knowledge base. Monitor metrics such as page views, search queries, and user feedback to understand which articles are most popular, identify any knowledge gaps, and make data-driven decisions to improve your content and user experience.

Maintain Consistency & Structure

Use This Template         Preview

Establish and enforce content creation, formatting, and style guidelines to ensure consistency across your knowledge base. Use a consistent structure, such as categories, tags, and a clear hierarchy, to make it easy for employees to navigate and find information. Here’s what you can do:

• Use pre-approved internal knowledge base templates to create company resources quickly
• Add a Table of Contents to your articles to present information easily; you can also use a Modern & Tree format and customize them accordingly

Optimize for Search

Ensure your knowledge base is easily searchable by incorporating relevant keywords, using clear and concise titles, and optimizing content for internal search engines. This lets employees quickly find the information they need, improving efficiency and productivity.

Use a dedicated internal knowledge base software for effortless article search with page suggestions and full site search. You can also provide additional searchable text and targeted keywords for a page.

Collect & Implement Feedback

Regularly solicit employee feedback on the usability, relevance, and comprehensiveness of your knowledge base. 

Use this feedback to identify areas for improvement and ensure that your knowledge base continues to meet the needs of your employees. Allow your visitors to rate whether a webpage or an article is helpful for them or not. 

Promote Your Knowledge Base

Regularly remind employees about the availability and value of your internal knowledge base. Promote it through company newsletters, internal communications, and training sessions. 

Here’s a sample template you can use/follow:

 Integrate with Other Systems

Integrate your knowledge base with other business systems, such as your CRM, project management software, or communication platforms, to streamline workflows and ensure that knowledge is easily accessible within daily tasks.

Explore Knowledge Base Software Integrations

What Should Be Included in an Internal Knowledge Base?

An internal knowledge base should be a central hub for all essential company knowledge, fostering collaboration and streamlining workflows. Here’s what to include:

Company Policies & Procedures

This section should cover all essential company policies, such as code of conduct, HR policies (leave policies, dress code, etc.), and departmental procedures.

It ensures that employees understand the company’s expectations, guidelines, and regulations, promoting compliance and consistency.

Onboarding & Training Materials

Include essential onboarding documents, training manuals, and tutorials to provide new hires with a smooth onboarding experience.

This will help them quickly become familiar with company culture, processes, and specific roles and responsibilities.

Project Documentation

Use This Template         Preview

Store and organize project-related documentation, including project plans, timelines, meeting notes, and progress reports.

This allows for easy access to project information, facilitates collaboration among team members, and ensures everyone is on the same page.

Technical Documentation

Use This Template         Preview

If your company develops or uses software or technical systems, include technical documentation, such as API documentation, troubleshooting guides, and system manuals.

This empowers employees to resolve technical issues independently and reduces reliance on IT support.

Best Practices & Lessons Learned

Capture and share best practices, lessons learned from past projects, and expert knowledge within your internal knowledge base.

This allows employees to learn from each other’s experiences, avoid repeating mistakes, and continuously improve their skills and knowledge.

Frequently Asked Questions (FAQs)

Compile a list of frequently asked questions and their answers related to various aspects of the company, such as IT support, HR policies, or product information. This provides quick and easy access to solutions for common queries.

Company Culture & Values

Communicate your company’s culture, values, and mission through your internal knowledge base. This will help employees understand the company’s identity, foster a sense of belonging, and promote alignment with organizational goals.

Employee Directory & Contact Information

Include an employee directory with contact information for different departments and individuals. This makes it easy for employees to find and connect with the right people within the organization.

Company News & Announcements

Share company news, updates, and announcements within your internal knowledge base to keep employees informed and engaged. This can include information about new initiatives, policy changes, or upcoming events.

Improve Employee Onboarding & Collaboration with Internal Knowledge Base

An internal knowledge base is a valuable asset for any organization. It offers a centralized platform for capturing, storing, and sharing knowledge that empowers employees and streamlines operations. By effectively managing and maintaining your internal knowledge base, you can enable a culture of knowledge sharing, enhance efficiency, and drive innovation.

Remember the key takeaways: regularly review and update content, promote knowledge sharing and contribution, use analytics to track usage, maintain consistency and structure, optimize for search, collect and implement feedback, utilize knowledge management tools, assign ownership and accountability, promote your knowledge base, and integrate with other systems. 

ProProfs Knowledge Base has a user-friendly interface, powerful features like AI-powered search, customizable templates, and seamless integrations, making it ideal for building a knowledge-driven culture within your organization. Its AI-powered text editor helps you create error-free knowledge bases quickly while letting you easily improve the existing content.