A place people actually look.
WHAT IT IS
A single location containing what people need to know.
WHAT IT SHOULD CONTAIN
Procedures Answers to common questions Contacts and responsibilities System and access information Policies Templates
WHY TEMPLATES
They save time and they produce consistency.
WHAT MAKES IT WORK
Search that finds things Content that is current People knowing it exists The habit of looking there first
WHY THE HABIT MATTERS MOST
A perfect knowledge base nobody consults achieves nothing.
HOW TO BUILD THE HABIT
Answer questions by pointing to the article Add an article when a question is asked twice Refer to it in meetings and training
WHY ANSWERING BY POINTING
It teaches people where to look, and it reveals gaps.
WHAT TO DO WHEN THE ANSWER IS NOT THERE
Answer, then write it.
WHY THEN
It is the only moment the material exists in someone's head.
WHAT TO ESTABLISH
That anyone may add or correct.
WHY
Central control creates a bottleneck and the content stagnates.
WHAT TO REVIEW
What is searched for and not found.
WHY
It shows exactly what to write next.
WHAT TO AVOID
Building it all before launching Structuring it elaborately Requiring approval for every change
WHAT TO START WITH
The questions asked most often.
WHAT TO MEASURE
Whether questions reduce.
