Shelf Blog: Knowledge Management

A knowledge base for a team of 10 people is fairly simple. Just a few folders, everyone knows where everything is, and one person keeps it up to date. But when your company reaches the enterprise level, everything starts to change. Just imagine: thousands of people, dozens of owners, possibly...

Most knowledge bases don’t die from a lack of content, but they begin to deteriorate fairly quickly when there is no sense of ownership. A typical scenario: You’ve written an article, but it’s unclear who will be responsible for keeping it up to date. You updated a policy, but no one deleted the...

In the field of customer support, there’s one aspect that no one pays attention to: the sheer volume of data. When a customer asks a question, the answer can be found in completely different places: one in Confluence, another in a two-year-old Google Doc, and a third in the head of a senior agent...

Most knowledge management systems were created with a single purpose: to store information. But when it came to finding a specific document, you had to do it yourself. Reading through about 40 pages of policy to answer just one customer question was also your responsibility. Fortunately, times are...

Imagine this: a company purchases an expensive knowledge management platform. Everything seems to be going well, but six months later, the owner discovers that half the team simply isn’t using the platform. And it’s not the platform’s fault, it’s a good one; it’s just suited for different tasks....

Every IT team has run into this problem at least once: a major outage occurs, the person in charge sets out to find the cause, a couple of hours go by, and they finally find a solution. Later, it turns out that their colleague had closed an exact copy of that ticket three weeks earlier. In other...