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Your guide to creating an internal knowledge base

By Jostle

6 min read

Your guide to creating an internal knowledge base
Illustration by Jimmy Foulds

Establishing an effective internal knowledge base is important to any organization looking to boost productivity and efficiency. With a knowledge repository, employees can easily access up-to-date, actionable information they need in their job roles.

Plus, collaboration among teams is made easier by sharing best practices and quickly addressing any problems or obstacles.

This blog post is here to help you create an effective internal knowledge base with a comprehensive guide, including steps for setting up the platform, designing an organizational structure and content, and granting access to the information. Let's get started!

Assessing Your Organization's Knowledge Management Needs

So you want to create an internal knowledge base for your organization. This can be a great way to streamline knowledge sharing and retrieval, but before diving in, it's important to identify and address any challenges that may hinder successful implementation.

One such challenge could be a lack of engagement from employees. To combat this, it's important to define clear goals and objectives for the knowledge base. Are you looking to improve collaboration among teams? Reduce the amount of time spent searching for information? Or perhaps increase employee satisfaction and retention?

Once you have established your goals, it's time to conduct a needs analysis to determine what features and functionalities will be necessary to achieve them. This process may involve surveying employees to understand their needs and preferences, researching different software options, or consulting with experts in the field.

Another potential challenge could be a lack of buy-in from upper management. To address this, it may be helpful to create a business case outlining the potential benefits of an internal knowledge base, such as increased efficiency, reduced errors, and improved decision-making.

Creating an internal knowledge base requires careful planning and consideration of various factors. By defining clear goals and conducting a needs analysis, organizations can better ensure the success and adoption of their knowledge base.

Get work done with an effective knowledge base

Planning and Designing Your Internal Knowledge Base

Establishing internal knowledge bases can be a complex and time-consuming endeavor, so conducting user research to understand user preferences and requirements can assist with creating one as efficient and user-friendly as possible.

The first step in conducting user research is to create a survey to gather employee feedback and insights.

Creating an effective internal knowledge base software requires organization and team structure. When setting up a knowledge base, one of the most important tasks is to define a taxonomy and categorization structure for organizing the information it stores.

A taxonomy is an organized system of classifying objects or data into categories, making it easier to find and use relevant information.

When designing an internal knowledge base, user interface and usability are of the utmost importance. An effective user interface should guide its users effortlessly and intuitively to the location of what they’re looking for.

Accessibility is of utmost importance. All employees should be able to utilize your system without encountering physical or cognitive obstacles limiting them.

Developing and populating your internal knowledge base

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Creating content templates and guidelines for your internal knowledge bases is essential to ensure consistent, high-quality documentation that can be easily accessed by anyone who needs it.

Get organized

First, you must decide how you want your content organized to get started. You must also define any terms or concepts used in the documentation and create a style guide.

Upload your information

Once your content templates and guidelines are created, you can begin populating your internal knowledge base software with relevant information.

Your internal knowledge base software must include documents like policies, procedures, tutorials, FAQs, and any additional single sources of information such as external and internal links and databases.

Users may require feedback systems, so suggestions for improving them may be provided by them directly to management.

Maintain the system

As part of its ongoing success and evolution, your knowledge base (KB) must stay current with changing needs and requirements over time. Engaging in regular maintenance checks on it helps ensure it remains functionally relevant over time.

Implementing an internal knowledge software database in your business offers numerous advantages, including enhanced team collaboration, increased customer service team efficiency, and reduced employee onboarding time.

Without the right information to populate it, an internal knowledge base software isn't of much use. That's why collaborating with subject matter experts is key to gathering information to help improve processes across the organization.

Subject matter experts can provide valuable insights into the best practices and processes that should be included in the internal knowledge base. They can also help ensure accuracy and consistency by helping curate and review information before publication.


Organizing and structuring information within an internal knowledge base tool is essential to its effectiveness. An effective knowledge base should have a predefined taxonomy, or category structure, that helps organize the information in a logical manner.

Taxonomies provide users with a quick and accurate means of finding what they're searching for quickly and reliably.

A consistent format for all content within the knowledge base makes navigating and finding relevant information easier. Additionally, proper tagging of articles allows users to find related content quickly and easily.

An effective search function and search engine must also be implemented so users can quickly locate what they require.

To ensure accuracy and quality, implementing a content approval process is essential. This process should include both internal and external reviews to ensure content meets the predefined standards and guidelines of the organization.

Promoting Knowledge Base Adoption and Usage


Establishing an internal knowledge base is a fantastic way to build an accessible source of information within your organization. But just having one in place won't do; you must ensure that everyone on the team actually uses and benefits from it.

Here are a few strategies and tactics for increasing knowledge base adoption and utilization within your organization:

  • Make your knowledge base visible - In order for people to take advantage of your knowledge base, they need to know about its existence. To accomplish this goal, promote it on all internal communication channels, including emails, newsletters, and intranet pages.
  • Make your knowledge base accessible - To make accessing your knowledge base as seamless and effective as possible for your team members, try integrating it with existing systems such as customer service software or CRM programs.
  • Make your knowledge base comprehensive - To ensure a comprehensive, up-to-date, and accurate knowledge base that your team can utilize effectively to find answers they're searching for, make sure it covers every subject it should.
  • Provide training and support - To assist users in becoming familiar with your knowledge base, offer training and support via webinars, tutorials, or even a dedicated support team who are available 24/7 for any inquiries they might have about it.
  • Gather feedback - Soliciting user feedback is vital in order to make sure the knowledge base fulfills users' needs and expectations. By gathering their responses, you can identify areas where improvements need to be made, or new information should be added.

Giving users incentives to add content to the knowledge base increases engagement and helps ensure it remains accurate and timely. You could offer rewards in the form of recognition, bonuses, or other forms of incentive.

Establishing an effective and comprehensive internal knowledge base takes time and effort, but if done right, it can become an invaluable asset that enhances the efficiency of your organization and assists teamwork more effectively.

Maintaining and updating your internal knowledge base

It is essential to schedule regular maintenance of a knowledge base. Without maintenance, its accuracy and usefulness will diminish.

This is because, despite its efficiency, information can become outdated and inaccurate. To prevent this, the content within the knowledge base must be regularly revisited and updated as soon as it becomes necessary.

For example, one might need to update the quarterly sales figures every three months to keep them accurate. The best practice is to assign the updating responsibilities of that content to a specific individual or team. That way, nothing falls through the cracks.

Scheduling regular check-ins also aids in maintaining up-to-date content across the entire knowledge base platform. Establishing an effective system of governance ensures that users have access to accurate and reliable information as needed at all times.


Creating an internal knowledge base is an investment in the success of your business. Organizing and sharing valuable information will increase your team's productivity, efficiency, and collaboration.

Whether starting fresh or updating an existing system, this guide can assist with building an organization-specific knowledge base that works. It may help you create a fantastic knowledge management tool.

Every business leader should adhere to a step-by-step guide and empower their team with access to easily searchable information via an extensive knowledge base are keys to success.


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