If you are setting up a knowledge management system in your company, you already know that there are many software options to choose from. One of the biggest mistakes knowledge managers make is to select the knowledgebase software first and then try to mold their organization’s needs around the features of the software. But different businesses have different needs, and there is no one-size-fits-all solution.
Setting up a knowledge management system that doesn’t meet your organization’s needs is just as bad not having one at all—your employees will become frustrated and not use it, and their collective knowledge will be lost. So when developing a knowledge management strategy, first assess the needs of the people who will be using it and then select knowledgebase software that will meet those needs.
Here are seven features of knowledgebase software to consider:
- Internal and external support. Knowledge management has two main components. Internal knowledge management involves distributing information to employees and helping the entire organization learn from experience. The quintessential example of internal knowledge management is documenting the results of customer service calls so that service reps can learn from one another. External knowledge management involves sharing information with customers, such as through a FAQ page. Providing ways for customers to find answers to their own questions can reduce service tickets and customer complaints. To support both of these components, knowledgebase software needs to support content sharing among employees as well as allow managers to control access to information by determining permissions for authorized users.
- Cloud-based SaaS. The general trend today is toward cloud-based software as a service (SaaS), and knowledgebase software is no exception. Not only does using a web-based application guarantee that your knowledgebase will be always on and available, but it can also reduce your costs significantly—you do not need to purchase and maintain internal hardware and the software is available on a subscription basis with no additional upfront costs.
- Organization and searchability. Although they both refer to how information is found, organization and searchability are actually quite different, and knowledgebase software needs to provide both. Organization involves having a clear, intuitive taxonomy for information, while searchability refers to how efficiently a user can find that information using search terms. Implementing both features together provides multiple avenues for users to access the information.
- User feedback. Knowledge is not fixed; it is fluid. In some organizations it may change quickly, while in others it changes slowly, but in all cases it does change. Knowledge managers can work toward keeping the information current, consistent, and accurate by performing regular content reviews, but this may not be enough to keep up with the pace of change. Knowledgebase software that allows user feedback on the relevance and quality of the information can help managers ensure that the content is up-to-date and modify its organization as necessary.
- Multimedia. Today’s knowledge can take many forms—text-based documents, video tutorials, slideshows, and so on. Knowledgebase software should be able to incorporate all of an organization’s information regardless of the format.
- Mobile. People are no longer tied to their desks and laptops. With close to half of all Internet time being spent on mobile devices, all business and customer service software needs to be mobile and accessible across all major platforms.
- Customization. You want your brand to be consistent across all aspects of the customer experience. Knowledgebase software should offer a customizable solution that seamlessly integrates your company’s branding.
Deciding on a knowledgebase software application is a major step in developing your organization’s knowledge management strategy, especially since it will facilitate both internal and external communications. Keep these seven features in mind as you research the options available - choosing the right software now will ensure that your knowledge management strategy meets your organization’s needs both today and down the road.
