Organizational Change and Internal Knowledge Base
What role does organizational change play in implementing an internal knowledge base?
Implementing an internal knowledge base often requires organizational change to encourage self-service and knowledge sharing. It's important to set clear goals and metrics for engagement, such as the percentage of tickets that involve knowledge base interactions. Communication plans, including newsletters and surveys, can help promote the knowledge base and gather feedback.
Encouraging agents to contribute to and maintain the knowledge base is key to its success. By fostering a culture of collaboration and continuous improvement, you can ensure that the knowledge base becomes an integral part of your organization's workflow.
More related questions
What are the benefits of setting up an internal knowledge base?
An internal knowledge base can significantly streamline information sharing within a company. It centralizes all internal content, making it easily searchable and accessible to employees, which can reduce the burden on support teams by providing…
How should I plan the structure of my internal knowledge base?
Planning the structure of your internal knowledge base is crucial for its effectiveness. Start by defining your audience, as this will guide the type of content you include. Consider structuring your knowledge base by department, role, or…
What are the options for setting up an internal knowledge base?
When setting up an internal knowledge base, you have a couple of options depending on your existing structure and plans. You can choose a single shared help center where both internal and external content coexist, or a multibrand help center where…
How can I keep my internal knowledge base content up-to-date?
Keeping your internal knowledge base content current is essential for its usefulness. Assign ownership of content to subject matter experts or teams, and allocate time for them to review and update articles regularly. Encourage agents to flag…
How can I analyze the usage of my internal knowledge base?
Analyzing the usage of your internal knowledge base can provide valuable insights into how employees interact with the content. Use built-in dashboards in Guide or Google Analytics to track article views, votes, and comments. This data can help you…
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