It’s important to start with a review of what we already know.

  • We’re here to deliver products and services that benefit our partners. Presumably you are too. It’s likely that we’ll need to use computers for us to succeed, probably the internet too.

  • We want to use best practices and standards for our operations. We also want to and contribute our experiences to their development. This will support future innovation and increase our likelihood of success.

  • One of the core standard frameworks for operating an organization that needs computers in order to work is ITIL 4, and we use it to guide our operations. Advance.Enterprises predicts our stakeholders will benefit from our practice of knowledge management for the community.

The goal of practicing knowledge management is to make sure that people who need to know something can access the right information. This includes making sure that the information is accurate and up-to-date, and that it is stored in a way that makes it easy to find and understand.

Traits of Successful Knowledge Bases

Knowledge Bases are a common way groups share information. Experience has given us some principles to maximizing the benefits of a knowledge base.

  • Simplicity

  • Consistency

  • Utility

  • Accessibility

  • Sustainability

Behaviors for Success

By applying these principles to the actions we take around our knowledge base, we can determine some best practices.

  1. Make information easy to find, easy to understand, and easy to share.

  2. Set and follow rules about how content looks and sounds.

  3. Reduce duplication. If a community member has a useful resource, amplify their content and allow the broader community to extend it. Prefer linking to re-writing.

  4. Collect feedback from the community. Publicly react to the feedback collected.

  5. Consider ways to include more people in the community.

  6. Appreciate the full value of the resources needed to maintain the knowledge base.

  7. Ensure the fair compensation and credit due to any contributors.