How to Choose Internal Knowledge Base Software for Improved Collaboration & Self-Service

When information is scattered across emails, shared drives, and employees’ minds, it leads to wasted time, repeated mistakes, and redundant efforts. The solution? Choose internal knowledge base software to centralize company-wide knowledge. 

A McKinsey study found that employees spend an average of 1.8 hours each day—9.3 hours per week—just searching for and gathering information. That’s a staggering 20% of their workweek wasted!

Internal knowledge base software solves this by transforming information chaos into a well-organized, easily accessible haven of knowledge. It helps create an internal knowledge base for your company’s critical information, from policies and procedures to project documentation.

In this blog, we’ll explore the key factors to consider when choosing internal knowledge base software, highlighting the features and functionalities that can transform your organization into a well-oiled, knowledge-driven machine. 

What Is Internal Knowledge Base Software?

For those new to the concept, internal knowledge base software is a centralized platform that empowers organizations to securely capture, store, organize, and share their collective knowledge and information within the company. It helps create a private, internal library accessible only to employees, housing valuable resources like company policies, process documentation, training materials, and project updates.

This type of knowledge base software goes beyond simple file storage. It facilitates collaboration among teams, allowing them to co-create content, share feedback, and engage in discussions around specific topics. It streamlines onboarding processes by providing new hires easy access to essential information, reducing the learning curve, and accelerating their integration into the company.

For example, imagine a marketing team using internal knowledge base software to document their campaign strategies, brand guidelines, and best practices. This centralized repository allows team members to easily access and reference the latest information, ensuring consistency in their work and facilitating collaboration on projects. New team members can quickly get up to speed by accessing onboarding materials and training documents.

How to Choose the Best Internal Knowledge Base Software

Selecting the right internal knowledge base software is crucial for fostering a knowledge-sharing culture and empowering employees with easy access to information.  Let’s discuss some tips.

Identify Your Needs & Objectives

Before diving into the world of knowledge base software, clearly define your knowledge management goals and objectives. Ask yourself:

• What specific challenges are you trying to address with an internal knowledge base?
• Are you aiming to improve employee onboarding by providing new hires easy access to essential information?
• Do you want to streamline internal communication and reduce reliance on email chains?
• Or perhaps your primary goal is to enhance collaboration across teams and break down information silos?  

Clearly outlining your needs and priorities will guide your selection process and help you choose a platform with the right features and functionalities.

Prioritize User Experience

The chosen software should be user-friendly and intuitive for all employees, regardless of their technical skills. Think about the different roles and technical capabilities within your organization.

Can everyone easily navigate the platform, find the necessary information, and contribute knowledge? Look for a platform with a clean and organized interface, intuitive navigation, and a powerful search function that allows users to locate relevant content quickly.  

Consider features like mobile responsiveness, ensuring the knowledge base is accessible on various devices, and accessibility compliance, making it usable for employees with disabilities.

Assess Content Creation & Management Features

Evaluate the platform’s content creation and management capabilities. Check the following:

• Does it offer a user-friendly WYSIWYG editor for easy formatting and content structuring?  
• Is it AI-powered, allowing you to create help content quickly and easily using generative AI?
• Are knowledge base templates available for different types of content, such as policies, procedures, and tutorials?  
• Does it support various content formats, including text, images, videos, and interactive elements?  

Consider features like version control, which allows you to track changes and revert to previous versions, and co-authoring, which enables multiple users to collaborate on the same document.  

Content reuse features can also be valuable. They allow you to repurpose existing content across different sections of your knowledge base.

Focus on Collaboration & Knowledge Sharing

Choose a platform that actively promotes collaboration and knowledge sharing among employees.  

Look for features like internal comments, which allow for private discussions and feedback within articles; discussion forums, where employees can engage in conversations around specific topics; and Q&A capabilities, which enable employees to ask questions and receive answers from their peers or subject matter experts.

These features foster a sense of community and encourage knowledge exchange within the organization.

Consider Integration Capabilities

Seamless knowledge base integration with live chat and your existing business tools and workflows is crucial for maximizing efficiency and preventing information silos.

Ensure the knowledge base software integrates with tools like your CRM (Customer Relationship Management) system, project management software, and internal communication platforms.

This allows for a smooth flow of information between different systems and ensures that your knowledge base becomes integral to your employees’ daily workflow.

Evaluate Security & Access Control

Protecting sensitive internal knowledge is paramount, especially in industries with confidential data or intellectual property.  

Choose a platform that offers robust security features, such as access controls, which restrict access to specific content based on user roles or permissions; user authentication, ensuring that only authorized personnel can access the knowledge base; and encryption, protecting your data from unauthorized access.

Assess Analytics & Reporting

Tracking the performance of your internal knowledge base is essential for measuring its effectiveness and identifying areas for improvement.  

Look for a platform with analytics and reporting features that allow you to monitor key metrics like article views, search queries, user engagement, and content effectiveness.  

These insights can help you optimize your knowledge base content, improve search functionality, and ensure your knowledge base meets your employees’ needs.

Consider Scalability & Pricing

Choose a platform that can scale with your organization’s growth and accommodate increasing volumes of knowledge.  

Consider factors like storage capacity, user limits, and the ability to add new features or integrations as needed.  

Evaluate different pricing plans and consider the total cost of ownership, including licensing fees, implementation costs, and ongoing maintenance expenses.

Evaluate Vendor Support & Training

Select a vendor that offers comprehensive support and training resources to help you implement and utilize the knowledge base software effectively.  

Consider the availability of customer support channels, such as email, phone, and chat, as well as the quality and responsiveness of their support team.  

Look for vendors that provide comprehensive documentation, tutorials, and online community forums to assist you with any questions or challenges.

Choose the Best Internal Knowledge Base Software for Improved Team Collaboration 

Choosing the right internal knowledge base software empowers your employees, streamlining knowledge sharing and fostering a collaborative work environment. Consider your needs, user experience, content management capabilities, and integration options.

Remember to prioritize a user-friendly interface, robust search functionality, and collaboration features to encourage active participation and knowledge sharing among your employees. A well-chosen internal knowledge base software can significantly improve efficiency and productivity.

ProProfs Knowledge Base offers a robust platform with a wide range of features tailored for internal knowledge management. Its intuitive interface, powerful features like AI-powered search and customizable templates, and seamless integrations make it ideal for this purpose.