A Knowledge Management System lacking a knowledge base fundamentally fails to qualify as a true Knowledge Management System. It is the knowledge base that distinguishes Knowledge Management Systems from mere content management systems.
A knowledge base is a centralized repository, meticulously organized and managed to offer users easy access to a wealth of information, documents, and resources. This systematic arrangement ensures that users can swiftly find answers to their queries and solutions to their problems. A knowledge base is a critical asset for businesses and organizations, guaranteeing a consistent and accurate source of knowledge. This structured database not only streamlines the retrieval process but also enhances efficiency.
Knowledge Base = Organizational Success
By having a knowledge base, organizations can complete following tasks (also seen in Figure 2.1)
Improve efficiency and effectiveness
Capture and retain valuable knowledge
Learn from past experiences
Share knowledge and promote collaboration
2.1 Building the Knowledge Base
Step 1: Identify the Audience. Understand who will use the knowledge base. Is it for customers or employees? The purpose of a customer knowledge base is to enhance customer satisfaction, reduce support costs, and empower customers to solve problems on their own. The purpose of an employee knowledge base is to improve productivity, develop consistent operations, and streamline onboarding processes. Figure 2.2 shows a difference of the components in a knowledge customer base and employee customer base.
Step 2: Conduct a Knowledge Audit. Conducting a knowledge audit is a critical preliminary step in preparing to build a knowledge base, serving as a comprehensive assessment of an organization's existing information resources and unearthing knowledge gaps. This process, as shown in Figure 2.3 involves systematically collecting and reviewing current documentation, databases, policies, procedures, and any other relevant information assets. The aim is to figure out what knowledge is available, where it resides, how it is accessed, and how effectively it is being utilized. By doing so, organizations can identify overlaps, redundancies, and, most importantly, gaps in their existing knowledge. Identifying these gaps is crucial, as it highlights areas where information is lacking or outdated, providing clear direction on what new content needs to be created or updated. This thorough audit not only ensures that the knowledge base will be comprehensive and accurate but also that it aligns with the users' needs and the organization's objectives.
Step 3: Choosing the Right Microsoft Technologies. Creating a knowledge base using Microsoft technologies involves several key elements that work together to store, manage, and retrieve knowledge effectively. These elements ensure the knowledge base is scalable, secure, and accessible to its intended users. Here's an overview of the core components and technologies that can be used in building a knowledge base with Microsoft technologies:
Content Management System (CMS):
SharePoint: A versatile platform that allows for the creation, management, and sharing of documents and information. SharePoint can serve as the backbone of a knowledge base, providing features for document management, collaboration, and web publishing.
Microsoft Teams: Often used in conjunction
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