Increasingly, companies are realizing the value that a knowledgebase offers their employees.
A knowledgebase is a searchable repository of information that provides answers to frequently asked questions, step-by-step process guides, articles, and more on an array of topics across the employee lifecycle—everything from onboarding to retirement. A knowledgebase ensures accessible and usable information is available to employees—acting as a training tool for new staff and a continuous learning resource for all.
While a knowledgebase is essential for a leading practices HR shared services organization, the struggle to maintain the knowledgebase after its initial launch is a common pitfall. Oftentimes, there are signs that indicate when a knowledgebase may need to be evaluated and refreshed to continually improve the service experience.
HR functions are evolving to better serve their employees and adapt to today’s needs. As such, any change (e.g., the retirement of programs or offerings at your organization) could result in the need to revisit knowledge articles to ensure relevancy and accuracy. Possible scenarios include:
These changes may be driven by internal initiatives or external regulation. Either way, your knowledgebase can quickly become outdated due to the rapid pace of change.
If any of the above scenarios apply to your organization, it may be time to review the content in your knowledgebase. Below are four best practices to ensure a current knowledgebase:
Proactive upkeep of your knowledgebase will ensure users consistently receive the information they are searching for while minimizing the amount of time and effort it takes to get there. A well-written, maintained, and accessible knowledgebase ensures you meet one of the key objectives of the tool—delivering a positive user experience. It will also enhance the level of knowledge and transparency in your organization and reduce legal and compliance risks. Most importantly, the knowledgebase will continue to help your shared services organization innovate and improve its service delivery.
A knowledgebase goes well beyond providing information—it’s a single-point solution to provide accurate and consistent information.
This report is part of the Human Capital Management (HCM) Minute series. To view all featured Minutes, please click here.
Additional Contributing Author: Luke Williams
Sussex Economic Advisors is now part of ScottMadden. We invite you to learn more about our expanded firm. Please use the Contact Us form to request additional information.