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 nearly 15 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 makes the support process smoother and delegation easier.
A Simple Guide to Creating a Knowledge Base breaks down an overwhelming task into smaller, bite-sized 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.