Knowledge Management Best practices

This chapter explains how to build a knowledge base for your startup, so your team can easily find and share information.

Step 1: Take Inventory

Before you start building, figure out what information you already have. Look at existing documents, presentations, and resources. Talk to your team to understand their expertise. This will help you identify the most important information to include in your knowledge base.

Step 2: Choose the Right Tools

There are many tools available to help you build a knowledge base. Some popular options include:

• Intranets: A private network for your company where you can store documents, share news, and collaborate on projects.
• Knowledge Base Software: Specifically designed for creating and managing knowledge bases. These tools often include features like version control, AI search functionality, and analytics.
• Cloud Storage Services: Like Google Drive, Dropbox, and OneDrive can be used to store and share documents, but they don't offer the same level of organization and functionality as a dedicated knowledge base tool.

The best tool for your startup will depend on your specific needs and budget.

Step 3: Make it Easy to Find Information

A well-organized knowledge base is useless if people can't find what they need. Use clear and concise language, create a logical hierarchy of information, and use tags and keywords to make it searchable.

Step 4: Encourage Knowledge Sharing

A knowledge base is only as good as the information it contains. Encourage your team to contribute by:

• Making it easy to add and update information.
• Recognizing and rewarding contributions.
• Creating a culture of knowledge sharing, where asking questions is encouraged.

Step 5: Use a Variety of Formats

People learn in different ways. Use a variety of formats to make your knowledge base engaging and accessible:

• Text
• Images
• Videos
• Checklists
• Templates

Step 6: Keep it Up-to-Date

Information changes quickly. Make sure your knowledge base is always up-to-date by:

• Regularly reviewing and updating content.
• Encouraging your team to flag outdated information.
• Using version control to track changes.

Keep it Fresh: Managing the Knowledge Lifecycle

A knowledge base isn't a "set it and forget it" tool. To keep your information accurate and valuable, you need to actively manage its lifecycle.

Candice Dugaret, Head of Customer Success at Partoo, emphasizes the importance of ownership and regular review: "Assigning a group of owners and verification intervals to each article is crucial for keeping the knowledge base up-to-date. At Shine, articles expire after one week, three months, six months, etc., depending on how often the information presented might change. This helps verifiers keep their set of articles current by receiving notifications every time an article expires, is edited, or is requested."

Here's a simple framework for managing your knowledge lifecycle:

1. Capture and Codify: Continuously gather new insights through team discussions, interviews, mentoring sessions, and project debriefs. Use your chosen knowledge base tool to organize and document this information.
2. Curate and Connect: Review and refine captured knowledge to ensure clarity and context. Link related ideas, highlight key takeaways, and remove outdated or irrelevant information.
3. Refresh and Validate: Regularly revisit existing content to check for accuracy and relevance. Involve the original contributors in the review process to ensure information is current. Archive or delete outdated content to avoid confusion.
4. Promote and Share: Proactively share new and updated knowledge with relevant team members. Use various communication channels and integrate your knowledge base with tools your team already uses.
5. Analyze and Improve: Regularly assess your knowledge base's effectiveness. Gather feedback from your team, track usage data, and identify areas for improvement. A knowledge base is a living resource that should evolve with your startup's needs.

Lock It Down: Managing Access and Security

Protecting sensitive information is crucial. As Célia Alessandri, Head of People at Skello, points out: "Security and privacy concerns are significant challenges in knowledge management, especially in the digital age. Organizations must protect sensitive information from data breaches and unauthorized access. To overcome these concerns, robust security measures are essential."

Here's how to balance open knowledge sharing with essential security:

• Tiered Access Levels: Not all information is created equal. Establish different access levels based on roles and responsibilities. Limit access to confidential data (e.g., financial records, employee information) to authorized personnel only.
• Clear Access Controls: Use your knowledge base software's built-in features to manage user permissions and access rights. Regularly review and update these controls as roles change or new team members join.
• Legal and Regulatory Compliance: Alexane Bougeard Bebin, Customer Success Manager at Spendesk, advises: "Two key principles: regulation and segmentation. Consult with your legal department to determine which rules you are subject to before choosing a tool: GDPR, as well as contract clauses (for example, in my company, any data concerning a client must be stored in Europe; if I need to mention a client's name in documentation, that documentation must be stored within the European Union, limiting the available tools)."
• Data Encryption: Ensure your knowledge base solution uses encryption to protect data both in transit and at rest. This adds an extra layer of security in case of unauthorized access.
• Regular Audits: Regularly audit your knowledge base's security settings and access logs. This helps identify potential vulnerabilities and ensures compliance with internal policies and external regulations.

By implementing these security measures, you can create a knowledge base that is both secure and accessible, fostering a culture of trust and transparency.