A Simple Guide to Creating a Knowledge Base
Picture this: the telephone rings, a flustered client asks you for help. You’ve had this question before, but you can’t remember how you solved the problem last time. You look around for a colleague who might remember, but they’re out to lunch. You sweat.
What about this scenario? You’re going through the motions of a business process you’ve been through a hundred times before. This time you get an error. It’s never happened before. You’d normally ask someone in IT or your manager, but it’s after hours, no one is answering their mobile and you’re not sure who to escalate to next.
Or this: Jim is the operations manager for a busy freight forwarding service. He’s been working there for 20 years. He knows everything there is to know. If you’ve got a question, you go to Jim. Everyone else does, too. Jim handed his notice in this morning. He’ll be leaving in a few weeks. You scramble to get all that information from Jim’s head into something else. Everyone else does, too.
I’ve worked in IT roles for 13 years. One thing that all those companies had was a knowledge base. But a knowledge base isn’t just useful for IT departments; it’s useful for every kind of business. A well maintained knowledge base saves you time and tears.
Documentation is the first thing you look for under stress, but it’s usually the last thing you want to spend time on.
A good knowledge base has the answers to every client question and the solution for any problem. It makes the support process smoother and delegation easier.
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My eBook has tips for breaking down an overwhelming task into smaller, bite-size chunks. I know that deep down, you know WHY a knowledge base is important to your business, but this guide will show you HOW to document your knowledge in a way that makes sense.
Get your documentation under control today.
Amanda Gonzalez
At last, a short, sharp eBook covering more than the who, what, where, when and why. Clearly outlining the elusive HOW, Aprill has successfully managed to make the overwhelming world of knowledge bases logical and achievable. Bring on the elephant.
Copywriter, Untangle the Web
Russ Weakley
For a condensed eBook, “A Simple Guide to Creating a Knowledge Base”, packs an enormous punch. The book gives a concise overview of the key aspects of knowledge management including determining audiences, the daunting task getting started and how to keep control of your knowledge management into the future. A must-read for any company or organisation grappling with this topic!
Max Design
Glenn Murray
Excellent stuff! ‘A Simple Guide to Creating a Knowledge Base’ is simple, yes, but more importantly, it’s also very helpful. It provides an easy to understand big-picture entry-point for anyone who suddenly finds they’re responsible for a knowledge base system. As an ex-technical writer of 9 years, and now a copywriter of 8 years, I can honestly say, with this book, you’ll have your knowledge base well on the way in a jiffy. Or, in Aprill’s words, “you’ll have this elephant digested in no time.”
Copywriter, Divine Write
Phil Turrell
A very well thought out book, neat and logical with all the necessary ingredients needed to obtain your goal. The book is an excellent combination of guidelines and tips, plus it draws one’s attention to the, minor, but often overlooked points of knowledge base creation. A very handy asset indeed.
Data Centre Manager,
NSW Police Credit Union
Rod Weir
A great resource for anyone who is interested or involved in knowledge management. “A Simple Guide to Creating a Knowledge Base” offers a practical, logical guide that is full of useful tips and hard-won experience. Helpdesks, service desks, and any business that understands the value of knowledge will find this guide a worthy investment.
Founder and Managing Director,
PRD Software
