Oh no, not another software review! This may seem like it’s going to be one, but this term, “knowledge base software”, is actually a bit misleading. So let’s take a look at what it really is, and then maybe you won’t feel trepidations about “Knowledge Base Software”, and how to use it.
Let’s Increase Our Knowledge
Knowledge base systems or software are sometimes called knowledge management software too. In order to understand this, we need to look at knowledge management. Wikipedia defines Knowledge Management as “the process of capturing, developing, sharing and effectively using organizational knowledge.”
So what this means, is that a knowledge management system is a system created to help manage, organize, and use effectively, the information that your organization has. It is software that provides a system to help you share info. This information that you have, is called a Knowledge Base. Generally, knowledge is shared with employees, partners and customers. A knowledge management system helps you to set up a knowledge base. The knowledge base is designed to organize and present information in a way that is easily accessible and useable. It optimizes the collection, organization and retrieval of information.
The type of information/knowledge that will be shared on a knowledge base, is articles on everything from policies to new designs, white papers, user manuals and business processes. There is also a special use for FAQs pages and papers.
Commonly, a knowledge base stores information on FAQs, how-to articles, and troubleshooting info. This is why it is a huge tool for customer service employees. Using a knowledge base helps employees to easily find what they are looking for, and it saves a lot of time. It can help improve customer service because it gives customers the opportunity to help themselves by finding the info they need, instead of calling customer service.
This is why knowledge bases can be used, or built on their own, or they may come as part of a Customer Relationship Management package.
KMS creates KB?
So let’s get this straight, there’s a difference between these two? Yes, there is a difference between knowledge management and a knowledge base. The knowledge base, is the library, or info centre that stores all the documents, questions, solutions and all other info that may be needed. It is useful to think of a knowledge base as a folder containing all the info on one topic. Now this is built up by the people who use the knowledge base, namely managers and employees. They add information and documents as they need to. What this means, is that a group doing a project may use the knowledge base software to share project documents, and employees may be updated on new happenings in the company on the KB as well.
The Knowledge Management Software, is the software that develops a system for organizing the info on the knowledge base. Traditionally, knowledge bases were just stores for info that was not necessarily organized or tidy. Today, that is precisely what the knowledge management software does-it tidies the info. It sorts it, compiles it into useable units, and makes sure it is accessible.
In addition, many knowledge management software packages can target specific groups of people/readers using permission structures.
Because the knowledge management software manages info, several software also has statistic features to give insight to the managers of the system about the knowledge base. These stats may tell them about who uses the knowledge base most, and what sort of info is most often searched. This in turn enables them to further organize the info in a manner that promotes the most-used info, or even targets and gives info to the people who seek it most.
The Final Word
The need for a system to manage all the info in a knowledge base has emerged because there is ever-increasing need to know about everything. It would be highly impractical to have to wade through piles and pages of knowledge and information, just to answer one question; thus the need for knowledge management software.
Author:- Kamy Anderson
This awesome and leadership piece is contributed by Kamy Anderson. She is involved with the e-Learning and technology industry for over 10 years and her interest and expertise lies in e-learning subjects including trends and emerging technologies.