How to Build a Knowledge Base for Your Organization

Updated on: 11 January 2024 | 10 min read
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Are you looking for a way to organize and share your knowledge with your customers, employees, or partners? If so, you might want to consider creating a knowledge base.

What is a Knowledge Base?

A knowledge base is a collection of information that can be used to answer questions, solve problems, or learn new things. It can be created by humans, machines, or both. For example, Wikipedia is a knowledge base that anyone can edit and access online.

Knowledge bases can also be a part of a software system, such as a chatbot or a search engine, that uses natural language processing and artificial intelligence to understand and generate responses. Knowledge bases typically consist of different types of content, such as facts, rules, procedures, definitions, examples, or stories. It can be organized in different ways, such as by categories, topics, keywords, or graphs.

A knowledge base needs to be updated and improved over time, as new information is added or existing information is revised. It helps people and machines to communicate better, learn faster, and make smarter decisions.

A knowledge base can help you:

  • Improve customer satisfaction and loyalty by reducing the need for support calls and emails

  • Empower your employees and partners by giving them the tools and resources they need to perform their tasks

  • Boost your brand reputation and authority by showcasing your expertise and thought leadership

  • Save time and money by streamlining your workflows and processes

How to Create a Knowledge Base?

Creating a knowledge base is not as simple as dumping all your data into a folder. You need to plan, design, and maintain your knowledge base to make it effective and useful. Here are some steps you can follow to create a high-quality knowledge base.

How to build a knowledge base

Step 1 - Choose Your Knowledge Base Topics

The first step is to identify what kind of information your audience needs and wants. You can do this by conducting surveys, interviews, feedback forms, analytics, or any other method that helps you understand your users' pain points, goals, and preferences. You can also look at what your competitors are doing and see what gaps you can fill in the market.

The topic you select to create the knowledge base should be relevant, interesting and useful for your audience. Here are some criteria to consider when selecting a topic:

  • Relevance: The topic should be related to your domain, industry or niche. It should address a common problem, question or need that your audience has. For example, if you are a software company, you might want to create a knowledge base about your products, features, updates, troubleshooting, etc.

  • Interest: It should be engaging and appealing for your audience. It should capture their attention and curiosity. You can use different strategies to make your topic more interesting, such as using storytelling, humor, examples, visuals, etc. For example, if you are a travel agency, you might want to create a knowledge base about the best destinations, tips, experiences, etc.

  • Usefulness: The topic should provide value and benefit for your audience. It should help them solve a problem, learn something new, improve their skills, etc. You can use different methods to measure the usefulness of your topic, such as feedback, analytics, surveys, etc. For example, if you are a health coach, you might want to create a knowledge base about nutrition, fitness, wellness, etc.

Step 2 - Create Knowledge Base Content

The next step is to write or produce your content based on your topics. You should follow some best practices to make your content clear, concise, and consistent. For example, you should:

  • Use simple and direct language

  • Break down complex concepts into smaller chunks

  • Use headings, bullet points, lists, tables, images, videos, etc. to organize and illustrate your content

  • Provide examples, scenarios, tips, and insights to add value and context

  • Link to other relevant content within your knowledge base or external sources

  • Use SEO keywords and phrases to optimize your content for search engines

Step 3 - Organize the Knowledge Base Structure

The third step is to arrange your content into categories, subcategories, tags, labels, etc. that make sense for your users. You should create a logical and intuitive hierarchy that helps your users find what they are looking for quickly and easily. You should also provide a search function, a navigation menu, a table of contents, a sitemap, etc. to enhance the usability of your knowledge base.

Step 4 - Publish and Promote Your Knowledge Base

The fourth step is to make your knowledge base available and visible to your users. You should choose a platform or tool that suits your needs and budget. You should also test your knowledge base for functionality, performance, accessibility, security, etc. before launching it. After publishing your knowledge base, you should promote it through various channels such as email, social media, blog posts, newsletters, etc. to drive traffic and engagement.

Step 5 - Maintain and Update Your Knowledge Base

Creating a knowledge base is not a one-time project. You need to keep it fresh and relevant by adding new content, updating existing content, deleting outdated content, fixing errors, etc. You should also monitor and measure the performance of your knowledge base using metrics such as page views, bounce rate, time on page, feedback ratings, etc. You should use the data to identify what works well and what needs improvement.

Challenges in Creating a Knowledge Base

Creating a knowledge base also comes with some challenges such as:

  • Finding the right balance between quantity and quality of content. You want to have enough content to cover all the topics that your users might need, but you also want to make sure that your content is clear, concise, and relevant. You don’t want to overwhelm your users with too much information or confuse them with outdated or inaccurate information.

  • Keeping up with the changing needs and expectations of users. Your users are constantly evolving and so are their questions and problems. You need to monitor the feedback and analytics of your knowledge base to understand what your users are looking for and how they are using your content. You also need to update your content regularly to reflect the latest changes in your product or service.

  • Ensuring the accuracy and consistency of content across multiple sources. Your knowledge base might not be the only source of information for your users. You might also have other channels such as blogs, social media, newsletters, etc. You need to make sure that your content is consistent and aligned across all these sources, so that your users get the same message and avoid any confusion or contradiction.

  • Managing the collaboration and communication among multiple stakeholders. Your knowledge base is not a solo project. You need to involve different people from different teams such as product, marketing, customer service, etc. You need to establish clear roles and responsibilities, set deadlines and expectations, and communicate effectively with everyone involved. You also need to solicit feedback and approval from the relevant stakeholders before publishing your content.

  • Choosing the right tools and platforms for creating and hosting the knowledge base. There are many options available for creating and hosting a knowledge base, such as WordPress, Zendesk, Help Scout, etc. You need to choose the one that suits your needs, budget, and preferences. You also need to consider the features and functionalities that you need, such as search engine optimization, analytics, customization, integration, etc.

Tips to Avoid the Challenges of Maintaining a Knowledge Base

  • Assign roles and responsibilities on who updates what. A knowledge base needs regular attention and care, so it’s important to have a clear structure of who is responsible for creating, updating, reviewing, and deleting content. You can assign different roles to different team members, such as authors, editors, approvers, and administrators. This way, you can ensure that the content is accurate, high-quality, and follows your style guidelines.

  • Implement a feedback system. A knowledge base is not a static document, but a dynamic and evolving one. To keep it relevant and useful, you need to collect feedback from your users, both internal and external. You can use various methods to gather feedback, such as surveys, ratings, comments, analytics, and support tickets. By analyzing the feedback, you can identify the gaps, issues, and opportunities for improvement in your knowledge base.

  • Use categories and tags. A knowledge base should be easy to navigate and search, so that your users can find the information they need quickly and easily. To achieve this, you need to organize your content into logical categories and subcategories, and use tags to label the topics and keywords. You can also use cross-references and links to connect related articles and provide additional information.

Benefits of a Knowledge Base

  • A knowledge base is a centralized repository of information that can help your customers, employees, and partners find answers to their questions. It can reduce the need for contacting support, increase customer satisfaction, and improve employee productivity.

  • It helps you create and maintain a consistent brand voice and tone across your communication channels. You can use it to share your company’s values, mission, and vision, as well as your products and services. It can also help you establish trust and credibility with your audience.

  • A valuable source of feedback and insights for your business. You can use it to track and analyze the most common queries, issues, and pain points of your customers and employees. You can also use it to identify gaps in your content, products, or services, and improve them accordingly.

  • Helps you optimize your SEO and online visibility. You can use it to create relevant and engaging content that answers the questions of your potential customers. You can also use it to optimize your keywords, titles, tags, and meta descriptions, and increase your organic traffic and conversions.

  • Fostering a culture of learning and collaboration within your organization. You can use it to encourage your employees to share their knowledge, skills, and expertise with each other. You can also use it to create a feedback loop and reward system that motivates your employees to contribute and update the knowledge base regularly.

Wrapping Up

A knowledge base is a powerful way to share your knowledge with your audience and provide them with value. By following the steps outlined in this post, you can create a high-quality knowledge base that meets the needs of your users and supports the goals of your business.

If you want to learn more about how to create a knowledge base or need help with creating one for your business, contact us today. We are a team of experienced content specialists who can help you plan, design, write, publish, and maintain your knowledge base.

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FAQs About Knowledge Bases

What is the difference between a knowledge base and a FAQ page?
An FAQ page is a type of knowledge base that answers frequently asked questions about a specific topic or issue. A knowledge base is a broader term that encompasses any kind of information that helps users solve problems or learn something new.
How often should I update my knowledge base?
There is no definitive answer to this question as it depends on various factors such as the nature of your business, the type of content, the feedback from users, etc. However, a general rule of thumb is to update your knowledge base at least once a month or whenever there is a significant change in your product, service, or industry.
How can I get feedback from my users on my knowledge base?

There are many ways to get feedback from your users on your knowledge base such as:

  • Asking them to rate or review your content

  • Providing them with a comment section or a contact form

  • Conducting surveys or polls

  • Analyzing their behavior and actions on your knowledge base

  • Asking them directly through email, phone, chat, etc.


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Hansani Bandara Content Specialist

Hansani has a background in journalism and marketing communications. She loves reading and writing about tech innovations. She enjoys writing poetry, travelling and photography.

View all posts by Hansani Bandara →