Corporate knowledge bases: what they can be and what goes wrong with them

A knowledge base is an electronic library containing structured information necessary for the effective work of employees Company. It contains memos, checklists, instructions, regulations, and document templates. Furthermore, the knowledge base includes helpful tips from colleagues, resource collections, valuable insights, and creative ideas. Creating and maintaining an up-to-date knowledge base increases productivity and facilitates access to important information, which ultimately improves work processes and enhances the company's professionalism. Creating a knowledge base in a company is an important step, but before starting development, it is necessary to evaluate existing tools and resources. Knowledge bases are created not only at the direction of management and allocated budgets, but also at the initiative of employees seeking to simplify their work. However, consolidating all these materials into a coherent whole is a significant challenge. For a knowledge base to remain useful, it must be regularly updated and supplemented with new data. In practice, many companies face difficulties in keeping information up-to-date. Let's figure out what the main problems are and how to solve them.

Why do you need a knowledge base (spoiler: ideally, it's not just a reference book)

A corporate knowledge base has many beneficial effects. It improves communication within the company, providing access to up-to-date information and resources for all employees. This helps reduce the time spent searching for answers and increases overall productivity.

A knowledge base also helps standardize processes, allowing all team members to follow uniform working methods and avoid duplication of effort. This is especially important in large organizations, where interaction between different departments can be difficult.

Furthermore, having a central source of knowledge facilitates the training of new employees. They can quickly familiarize themselves with the necessary materials, which speeds up their adaptation and integration into the team.

A corporate knowledge base also facilitates the project management process, allowing teams to effectively share experiences, tips, and best practices. This creates a culture of information sharing and promotes innovation within the company.

Implementing and maintaining a knowledge base can significantly improve employee satisfaction, as they are able to quickly find the information they need and resolve issues that arise. Ultimately, a corporate knowledge base not only improves internal processes but also contributes to the achievement of the company's strategic goals.

Quick and convenient access to useful corporate materials. A McKinsey Global Institute study showed that knowledge workers spend an average of 19% of their working time searching for the necessary information. A knowledge base with built-in search saves this time.
Plays an important role in onboarding new employees: it usually includes everything needed to understand the company's structure, work processes, and who is responsible for what.
Serves as a platform for internal corporate experience sharing, which also optimizes work resources. This prevents the "newbie effect" (when highly motivated new employees propose ideas that have already been tried within the company but haven't worked) and "dead ends" between different departments (when one department is struggling with a problem that another has long since figured out how to solve).
It helps preserve experience and manage internal expertise. Firstly, the most experienced employees may leave the company at some point, and the knowledge base will retain a description of their processes and key contacts. Furthermore, the information accumulated in knowledge bases may eventually be useful for making important decisions, determining development vectors, and building strategy.
It can become an invaluable source of content for training programs. At the Digital Learning community webinar "How to Turn a Knowledge Base into a Competitive Business Advantage," Vladimir Kazakov, Product Manager for the Training Business Unit at MTS Link and co-founder of the Digital Learning community and Mandrik, Kazakov, and Robots, suggested that a knowledge base could eventually evolve into a fully-fledged training system.
If we're talking about a knowledge base for technical and customer support, the tool can be used by both internal employees and external users to obtain information about the company's products and services.

What types of knowledge bases are there?

The term "knowledge base" is often used to refer to a corporate version of Wikipedia—a special reference repository of information, implemented on a Wiki engine and accessible through a corporate portal. A knowledge base provides users with convenient tools for searching and organizing information, which facilitates the effective exchange of knowledge within a company. It allows you to store and structure valuable data, which is especially important for increasing productivity and streamlining work processes.

The knowledge base can be stored in any format, including a simple cloud-based file folder. It's important that all interested users have access to this information. In some cases, knowledge bases even function in the format of Telegram chats, which allows for convenient data exchange and keeping information up-to-date in real time.

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Among the most popular tools for creating databases are Confluence, a system designed for collaborative information management, and Notion. These platforms offer a variety of features for organizing and managing data, making them ideal for teamwork and improving business efficiency. Confluence and Notion provide a user-friendly interface and powerful tools for structuring information, allowing users to easily create, edit, and share databases.

Confluence is used to organize the knowledge base of the HiFi streaming service "Zvuk," where separate spaces are created for each team, divided into thematic sections. Notion serves as a knowledge storage platform for the management company "Dodo Pizza." This service not only accumulates information in a convenient format but also creates Kanban boards and shared workspaces, which facilitates effective collaboration and project management.

Despite the availability of various services that help in creating a knowledge base, they do not always fully meet user needs. As a result, information can be scattered across multiple platforms. For example, on the Zvuk platform, some courses are hosted on specialized resources, and a handbook for new employees is available on Tilda. This handbook provides all the necessary information for a successful onboarding, including key business areas, product team structure, and corporate values. It also contains answers to key questions such as salary payment deadlines, vacation procedures, and contact information for training. At Dodo Pizza, some materials are organized and stored in the corporate messenger Loop, which is similar to Slack. This tool allows for effective information sharing, ensuring convenient and speedy communication within the team. Using Loop helps optimize workflows and improve employee interaction, which in turn positively impacts customer service and overall company productivity.

We adhere to the concept that knowledge should accumulate where it naturally arises. A response to a question in a messenger also represents ready-made knowledge that must be systematically collected. An employee only needs to forward the answer to the next person, simplifying the information exchange process. Olga Chudova, owner of the knowledge base product at Dodo Pizza, emphasizes the importance of organizing this knowledge to improve team efficiency. Systematizing information allows for faster finding of the necessary answers and improves collaboration between employees.

Alfa-Bank uses a specialized platform for storing and processing client data, developed by an external vendor specializing in databases. The bank chose a ready-made solution because it already included the necessary features: the ability to integrate with external systems, extensive analytical tools, AI-powered search functions, and exclusive rights for further development. Despite this, the product required significant customization, and over 50% of the functionality was finalized in-house by Alfa-Bank to meet internal requirements and business processes. This enabled the bank to optimize its customer service and improve the quality of its services. Integrating a knowledge base into the LMS system is an effective step taken by Ozon. Users can easily find the necessary materials, add training to their personal account, and complete it at a convenient time, including offline access. This system streamlines the learning process, making it accessible and flexible for each user. A knowledge base isn't limited to text content with illustrations and diagrams. While text often takes center stage, it can also include videos, audio files, presentations, and links to external resources. All these formats make information convenient and accessible for employees, allowing for the effective use of different types of content depending on user needs. Knowledge bases can vary in the way they update their content. In some cases, updates are made solely by HR administrators when new workflows are introduced or a significant number of questions accumulate on a specific topic. In other organizations, employees are encouraged to independently add new information to the database, which may or may not be moderated by HR. This approach encourages more active employee engagement with the knowledge base and ensures that the information is always up-to-date.

How Knowledge Bases Are Created

Knowledge bases are often not created by management, but rather are created gradually and sometimes even spontaneously. They arise from the accumulation of information and employee experience, which allows for the effective sharing of knowledge within the organization. This approach helps improve processes, increase productivity, and strengthen teamwork.

The HR manager creates a centralized space for important information needed by all employees, including company values and mission, internal regulations, payroll issues, and other important aspects. Over time, colleagues from various departments can join this database, adding their valuable information. For example, lawyers and accountants can provide answers to frequently asked questions, and other employees can share additional materials. So, in the Sound team, information for newcomers was initially entered into the Confluence database, and later other departments began to actively use and expand on it. This allows you to create a useful resource that promotes knowledge sharing and simplifies access to important information for all company employees.

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Different departments often create their own knowledge bases, which is facilitated by managers and active employees. Olga Chudova notes that "managers add information to the knowledge base, especially when they are tired of repeatedly explaining the same thing to several people." This demonstrates the importance of creating a centralized database that will help optimize training processes and improve work efficiency. Creating a unified knowledge base will help avoid duplication of information and improve access to important data for all employees.

Employees often use available resources, including Google Docs, for work and information sharing. However, over time, the need arises to centralize information to simplify its accessibility and improve organization.

Employees often begin to independently collect useful information, using tools convenient for them, as it is necessary for their work. Vladimir Kazakov, Product Manager for the Training Business Unit at MTS Link, at the Digital Learning webinar, cited the example of designers who create their knowledge collections in Figma, as they are accustomed to working with this platform. Florists can also save flower arrangement tutorials to WhatsApp and share them with new employees. These approaches facilitate knowledge sharing and employee development, which in turn improves overall productivity and the quality of work within the company.

Vladimir Kazakov notes that using such tools has its advantages. People work with information in a familiar environment, reducing the need for training. This eliminates the need to log into the admin panel to download new, useful material, simplifying the process and saving time.

Over time, the need arises to transform the self-organized storage into a full-fledged system accessible to other departments. This will not only improve access to information but also track statistics on views and engagement. Consequently, the task arises of creating a unified team space where employees can add new information and update existing information, either independently or with the help of a knowledge base administrator. Therefore, at the beginning of a project to create a centralized knowledge base, it is important to determine which employees and in what locations already have useful archives. These archives need to be consolidated, systematized, and transferred to platforms that are convenient for everyone. This creates a unified knowledge base that will facilitate effective information sharing and improve team productivity.

How to prevent a knowledge base from becoming a content graveyard

Disparate knowledge bases are often created at the initiative of employees, which confirms their necessity. However, creating a unified knowledge base can be problematic: it may remain unused and stagnant. Difficulties with regularly replenishing and updating information can arise due to insufficient user motivation. Experts identify four key aspects that must be considered for the successful functioning of a unified knowledge base space.

Creating a space for storing useful information is only the first step. It is important not only to provide access to this resource, but also to actively motivate employees to use it and regularly update it. The main problem is that many employees may not recognize the value of this information or understand how it can help them in their work. To address these challenges, it's necessary to implement a rewards system, conduct training, and regularly remind the team of the importance of keeping the data up-to-date. Creating a culture of knowledge sharing and active participation in updating information will increase its value and improve its effectiveness.

Digital Learning Community Leader Pavel Bezyaev highlighted several key reasons during the webinar why employees are reluctant to participate in knowledge base development. First, many perceive it as an additional burden, which raises the question: what benefit will they gain from this process? Second, some employees are afraid to share their unique experience, as they fear losing their value to the company as holders of this knowledge. These factors can significantly hinder the development of a corporate culture of knowledge sharing and reduce the overall effectiveness of the team.

The solution to employee engagement and motivation is obvious. It's essential to develop an effective system that can incorporate gamification elements, such as ratings for those who actively share content with colleagues, as well as monetary bonuses in the form of bonuses and rewards. To eliminate the fear of becoming irrelevant, it's important to address employee beliefs. One effective approach, proposed by Pavel Bezyaev, involves tying career grades to employees' activity as experts in the knowledge management system. Actively contributing to the knowledge base and positive feedback from readers, such as likes and comments, can serve as grounds for promotion. This will provide employees with additional benefits, including financial bonuses and additional vacation days, which in turn will contribute to increased engagement and motivation.

Companies often assign individuals responsible for regularly updating the database, which isn't always sufficient for creating engaging content. While these responsible individuals, typically heads of specialized departments, can effectively create instructions, such as those for technical support, this is insufficient to fill the database with more informal yet valuable materials. Personal experience, developments, insights, and ideas require proactive employees willing to share their knowledge and expertise. For the database to be truly useful and diverse, it is necessary to attract active contributors who will help create interesting and unique content.

To successfully develop a knowledge base, a company must have proactive employees willing to share their experience. In this process, it is not external motivation that is important, but rather internal motivation, based on a desire to collaborate and share knowledge. A key step is developing an internal community of experts, which helps create an environment where employees can freely exchange ideas and best practices. This not only strengthens team spirit, but also improves the overall efficiency of the company.

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In The L&D community is actively debating what should take priority: creating a knowledge base as a tool for building a community of experts or initially bringing together a group of people willing to share their experience, followed by the creation of a knowledge base. Pavel Bezyaev argues that the foundation of any knowledge base is an expert community. This approach emphasizes the importance of interaction between professionals, which facilitates not only the exchange of experience but also the development of high-quality content that can meet the needs of community members.

During the Digital Learning webinar, the important topic of a knowledge and innovation management system was touched upon. This system is based on four key elements: training, employee profile, idea bank, and knowledge base. The central element is communities of practice, which are formed for each key function. These communities consist of people interested in maintaining and updating their expertise, organizing educational processes, and discussing new ideas. An effective community should have a clear leader, strategy, purpose, and mission, as well as a shared corporate culture and regular interaction between members. Creating such a community promotes the growth of innovative activity and increases the level of knowledge within the organization.

Reading is an important aspect of our development and education. It not only broadens our horizons, but also helps improve critical thinking skills. Regularly reading books, articles, and other materials helps you absorb new information and improves your memory and concentration. Reading also fosters imagination and creativity, which can have a positive impact on your personal and professional life. In today's world, where information is available in all formats, it's important to find time to read quality content that enriches your knowledge and provides new ideas. Literature selection can range from fiction to nonfiction, allowing everyone to find something of interest. Remember that reading is not only a way to gain knowledge but also a pleasure that can enrich your life. Finding, developing, and motivating experts within a company are key aspects of successful HR management. Effective expert search begins with analyzing internal resources and identifying high-potential employees. It is necessary to use various methods, such as assessing competencies, performance, and work experience. Employee development requires the creation of individual learning and career development plans. It is important to provide access to training, seminars, and other educational resources that will help improve qualifications and professional skills. Mentoring and knowledge sharing between experienced and new employees also play a key role in this process. Internal experts are motivated through recognition of their achievements, opportunities to participate in meaningful projects, and a competitive working environment. Creating an atmosphere of trust and support increases employee engagement and their willingness to share knowledge. The combination of these approaches not only helps identify and develop talent within the company but also creates a sustainable team of experts capable of effectively solving problems and contributing to organizational growth. Building an expert community within a company relies on engaging experienced employees willing to share their knowledge and actively participate in initiative groups. Internal experts play a key role in this process, but their efforts must be supported by the HR team. Effective community development requires coordination, resources, and a strategic approach, highlighting the importance of interaction between experts and the HR department. HR support can include organizing events, training, and creating knowledge-sharing platforms, which ultimately helps strengthen corporate culture and improve overall company performance.

It is necessary to develop and establish procedures for replenishing the knowledge base, as well as to form a team that will regularly update and support it. Successful implementation of these tasks will require the allocation of appropriate resources. This will ensure the systematic development of the knowledge base and improve its effectiveness.

At Alfa-Bank, the goal was to not only implement a knowledge base as a technical platform but also to create a full-fledged knowledge management system with unified metrics for all business units. Anton Yurchenko, Head of Standards and Quality Control in the Service Process Development Department, reports that the bank has developed a matrix management system that regulates the process of creating and posting content in the knowledge base. To achieve this goal, an SLA (Service Level Agreement) was created, which sets out requirements for published content, preparation deadlines, and the procedures for interaction among all participants in the process.

The chain of participants responsible for content creation includes the product owner (an expert from the business unit), the editor (more than 20 people), the content manager (more than 10 people), and the end user (approximately 40,000 people). The process is strictly regulated, including deadlines for the transfer of content, such as a longread, from one link to the next. If at any stage the content does not meet SLA requirements, it is returned, and the publication deadline is postponed. Such clear regulations help identify the cause of delays and optimize the knowledge management process at the bank.

Maintaining the relevance of documents is made easier by assigning managers responsible for specific products or services. For example, at Alfa-Bank, these are the owners of individual products. It is also important to regularly collect feedback to determine which information remains relevant to the target audience. Built-in social mechanics, such as the ability to like, dislike, and comment on materials, can assist in this process. Anton Yurchenko emphasizes that this allows businesses to focus on the most important aspects and improve customer interactions.

At Alfa-Bank, professional editors and content managers play a key role in the design of the materials provided by internal experts for the knowledge base. Even if the author is a distinguished expert in their field, they may lack the skills to present information in a way that is engaging and accessible to a wide audience. Excessive use of officialese, passive voice, and complex constructions in reference materials can discourage users and reduce their interest in the content. Therefore, it is important that the information is not only accurate but also presented in a clear and attractive manner. Proper content design facilitates better comprehension and increases customer satisfaction.

During the transition to the new platform, the bank collected feedback and analysis on existing documents, conducted user interface and user experience surveys, and carefully analyzed user comments. As a result, the team developed a new editorial policy and updated over 10,000 articles. Anton notes, "The key is meeting all user needs, as this directly impacts their experience with the service."

Margarita Skhirtladze, Head of Talent Acquisition at Ozon, emphasizes the importance of using visual elements in texts, such as diagrams, illustrations, and infographics. This makes the content easier to digest and avoids information overload. She also emphasizes that the selection of topics for creating useful materials should be carefully considered. It's important that the topics align with the audience's real needs. If only a small number of people are interested in a particular topic, then creating material on it may not be practical.

Reading literature is an important aspect of personal development and broadening one's horizons. Books not only allow you to immerse yourself in new worlds, but also enrich your vocabulary, improve your analytical and critical thinking skills. Regardless of the genre, reading promotes emotional and intellectual growth. In today's information-saturated world, regular reading helps you focus and develop attentiveness. In addition, books can be a source of inspiration and motivation, which is especially important in a fast-paced life. The choice of literature depends on your interests, but it is always worth paying attention to classic works that have stood the test of time. Reading is not only entertaining, but also forms a deep understanding of human nature and society.

What's next for knowledge bases?

In the modern world, as in other areas, the emphasis in the development of knowledge bases is shifting towards artificial intelligence, in particular, neural networks. At the Digital Learning webinar, Websoft HCM product expert Alexander Surovtsev expressed the opinion that knowledge bases can evolve into training systems using neural network technologies. The main idea is that extensive knowledge bases can serve as a data source for neural networks, allowing them to learn and create educational content on highly specialized topics. This opens up new opportunities for automating learning processes and improving the quality of educational materials.

Dodo Pizza is currently developing the integration of AI search into its knowledge storage system. According to Olga Chudova, a chatbot has been implemented in the Loop messenger, providing responses based on chat messages. A full-fledged search engine using ChatGPT technology is planned for the future. The basic idea is to allow users to ask questions and receive answers based on data from various company resources. However, there are certain challenges, such as the need to adapt responses based on user access levels. Furthermore, there is a risk of hallucinations, where the AI may provide incorrect information, and the possibility that it can be tricked into obtaining confidential data. Olga Chudova shares these important aspects, highlighting the challenges the company faces in implementing AI technologies. Pavel Bezyaev expresses doubts about the effectiveness of knowledge bases, despite their ability to assist employees. He notes that one of the fastest solutions for finding professional information is to turn to the community. In most cases, it is easier for people to ask a question in a chat or contact a specific expert than to waste time searching for information that may be outdated. Bezyaev emphasizes the importance of developing professional communities as a more promising approach. In the future, he is considering using neural networks to process information collected from various communities to create a unified knowledge repository.

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