On average, employees spend 20% of their time searching for internal information or finding the right colleague for help. (source: McKinsey) However, you can reduce this time significantly by managing an internal knowledge base.
An internal knowledge base serves as a centralized repository of information that allows teams to collaborate more efficiently, solve problems faster, and maintain consistency across the organization.
In this article, we’ll explore what an internal knowledge base is, why it’s essential for every business, its key components, and how you can choose the right software and create an internal knowledge base for your organization.
What Is an Internal Knowledge Base?
An internal knowledge base is a digital library or platform designed to store, organize, and share organizational knowledge exclusively within a company. It acts as a single source of truth for employees, housing everything from standard operating procedures (SOPs) and FAQs to training materials and troubleshooting guides.
Unlike external knowledge bases, which are accessible to customers or the public, internal knowledge bases are private and tailored to meet the specific needs of employees and teams.
Why Every Business Needs One
Without a well-managed internal knowledge base, businesses risk losing valuable institutional knowledge. As a result, they might experience inefficiencies and create data silos between departments. So, every business, regardless of size or industry, can benefit from an internal knowledge base. Here’s why:
- Improved Efficiency: Employees have to spend less time searching for answers. So they can focus more time on their core responsibilities.
- Enhanced Onboarding: New hires can quickly get up to speed by accessing training materials and company policies in one place.
- Consistency Across Teams: A centralized knowledge base ensures everyone follows the same processes and guidelines, reducing errors and miscommunication.
- Knowledge Preservation: When employees leave or transition roles, their expertise doesn’t walk out the door, it stays documented in the knowledge base.
- Scalability: As your business grows, so does the volume of information. An internal knowledge base scales with you.
- Cost Savings: Reducing repetitive questions and streamlining workflows saves both time and money.
But, to reap these benefits, you need to ensure your knowledge base has all the essential components, as discussed below.
Also read: What Is HR Knowledge Management and Why It’s So Important
Essential Components of an Internal Knowledge Base
By incorporating the following components, your internal knowledge base will become a dynamic and indispensable resource for your team.
| Feature | Description |
|---|---|
| Search Functionality | A powerful search bar allows users to locate the information they need quickly. |
| Content Categories and Tags | Organizing content into categories and using tags makes navigation intuitive and efficient. |
| Access Controls | Different levels of permissions ensure sensitive information is only accessible to authorized personnel. |
| Collaboration Tools | Features like commenting, editing, and version history enable team members to contribute and refine content collaboratively. |
| Mobile Accessibility | With remote work becoming increasingly common, mobile-friendly interfaces are crucial for on-the-go access. |
| Integration Capabilities | The ability to integrate with other tools (e.g., CRM, project management software) enhances usability and connectivity. |
| Analytics and Reporting | Tracking usage patterns helps identify gaps in content and areas for improvement. |
How to Create an Internal Knowledge Base
Creating an internal knowledge base may seem like a daunting task, but with a clear plan and structured approach, it can be a smooth and rewarding process. Follow these steps to build a powerful and effective internal knowledge base for your organization.
1. Define Your Knowledge Management Strategy
A well-defined strategy ensures that your knowledge base serves its intended purpose and delivers value to your team. So, before diving into the technical aspects, you need to establish a clear knowledge management strategy. Ask yourself:
- What is the primary purpose of the knowledge base? (e.g., onboarding, troubleshooting, collaboration)
- Who are the key users? (e.g., employees, managers, specific departments)
- What types of content will it include? (e.g., SOPs, FAQs, training materials)
Your strategy should align with your business goals and address pain points such as inefficiencies, knowledge gaps, or communication barriers.
2. Assemble the Right Team
A successful knowledge base requires input from various teams. Assemble a cross-functional team that includes:
- Subject Matter Experts (SMEs): To provide accurate and detailed content.
- IT Specialists: To handle technical setup and integrations.
- Content Writers/Editors: To ensure clarity and consistency in writing.
- Project Managers: To oversee timelines and deliverables.
Collaboration among these roles ensures that the knowledge base is comprehensive, accurate, and user-friendly.
3. Choose the Right Tool for Your Business Needs
Selecting the right software is critical to the success of your knowledge base. Consider factors like ease of use, scalability, customization options, and integration capabilities.
Tools like weDocs offer advanced features such as AI-powered search, chatbot integration, and mobile accessibility, making them ideal choices for modern businesses. We chose weDocs to write this tutorial. You can start with the free version, but for advanced features, go with the PRO version.
If you want to use a different software, evaluate multiple tools, test their functionalities, and choose one that best fits your needs and budget.
4. Create the Internal Knowledge Base
The first step to using a WordPress plugin is installing it on your website. The same goes for weDocs as well. Let’s get started with the installation process!
Step 1: Install and Activate the weDocs Plugin
Go to your WordPress Dashboard. Navigate to Plugins → Add New Plugin. Search for “weDocs” in the search bar.
Locate “weDocs – Knowledgebase, Documentation, and Wiki Plugin for WP” by weDevs. Click “Install Now“, and then “Activate” to start using it.
Step 2: Create Sections and Articles
After activation, click the “+ New doc” button at the top or navigate to weDocs → Docs in the admin panel.
Click “+ Add section” to create a category and click “+ Add article” to add specific topics under the section. Assign each article to a section for better organization.
We recommend creating a section before adding an article.
Once you’re ready, click the “Publish” button and choose either “Create and Publish” to make it live immediately or “Create and Draft” to save it without publishing.
Step 3: Structure and Categorize Your Content
A cluttered knowledge base defeats its purpose. Organize your content into logical categories and subcategories. Start by identifying broad categories that reflect your business operations, such as:
- HR Policies
- IT Support
- Sales Processes
- Marketing Guidelines
Within each category, further subdivide content into sections and articles using tags, labels, or folders. For example, under “HR Policies,” you might have subcategories like “Onboarding,” “Leave Policies,” and “Employee Benefits.” This hierarchical structure makes it easier for users to navigate and find what they need.
Step 4: Enable Search Functionality
Search functionality is the backbone of any effective knowledge base. Ensure your platform has an effective search engine.
To activate the search option using weDocs, go to weDocs → Settings → General. Enable the search bar on the docs homepage. Explore additional settings like:
- Setting up a weDocs Home page.
- Enabling helpful feedback on articles.
- Allowing users to print articles.
Step 5: Add Essential Tags to the Docs
Use the tag management feature in weDocs to group related articles under specific tags. This makes it easier for users to find all resources related to a particular topic. You can add tags by navigating to weDocs → Tags.
Step 6: Integrate AI Chatbot
Take your knowledge base to the next level by integrating an AI-powered chatbot. Chatbots can answer common questions instantly, guide users to relevant articles, and reduce the burden on human support staff.
For example, an employee asking, “How do I request leave?” could receive an immediate link to the leave policy article.
Platforms like weDocs often come with built-in chatbot features, making implementation seamless:
Note: The AI Chatbot widget is a paid add-on available in the PRO version.
Go to the Settings page and click on the A.I. Chat widget. Toggle the Enable button to activate the chatbot. Customize the appearance of the chatbot widget to match your branding.
Step 7: Add Advanced Functionalities
Upgrade to weDocs PRO for additional features:
- Role-based permissions for managing user access.
- Privacy controls for individual documents.
- Smart article suggestions for better navigation.
- Instant search Assistant Widget.
- Pre-built layouts and styles for a polished look.
- Floating contact form within the Assistant Widget.
Experience the features and functions of weDocs by following the below buttons.
5. Set Guidelines for Consistent and High-Quality Content
Consistency is key to maintaining a professional and reliable knowledge base. Establish guidelines for:
- Writing style (e.g., concise, jargon-free language)
- Formatting (e.g., headings, bullet points, images)
- Tone (e.g., formal vs. conversational)
Create templates for different types of content, such as FAQs and tutorials, to ensure uniformity across articles.
6. Assign User Roles and Manage Access Permissions
Not all content is meant for everyone. Assign user roles to control who can view, edit, or delete content. Common roles include:
- Admins: Full access to manage the platform.
- Editors: Can create and update content.
- Viewers: Read-only access.
Additionally, implement access permissions based on departments or seniority levels to protect sensitive information.
7. Encourage Contributions from Team Members
An internal knowledge base thrives when it’s a collaborative effort. Encourage employees to contribute by highlighting the benefits of sharing expertise. Make contributions easy through simple submission forms and recognizing contributors publicly, such as through shout-outs in meetings.
8. Establish a Maintenance and Review Process
Continuous improvement ensures your knowledge base remains a trusted and valuable resource. A knowledge base is only as good as its most recent update. Over time, outdated or incorrect information can creep in, leading to confusion. To prevent this:
- Schedule regular reviews (e.g., quarterly or biannually).
- Assign owners to specific sections for accountability.
- Monitor analytics to identify unused or problematic content.
By following these steps, you’ll be able to create an internal knowledge base that not only meets your current needs but also evolves alongside your business.
Internal Knowledge Base: Empowering Businesses with Centralized Information
An internal knowledge base empowers your team to work smarter, not harder. From improving efficiency and onboarding to preserving institutional knowledge, the benefits are undeniable.
Ready to take the next step? Start by assessing your current knowledge management practices and identifying areas for improvement. Then, explore tools like weDocs to find the perfect fit for your business.
With the right strategy and software in place, you’ll be well on your way to creating a robust internal knowledge base that drives success.
