How to realize a good knowledge management system?

1.  Decide what data to store

The first step here is to know what knowledge you want to store . Research your users , Find out what their common problems are , And what questions they usually ask when communicating with support agents . Your action plan is ：

• Sort out your help center system to view access data ; 

• Talk to your team , Let them share their thoughts on the article of knowledge management system . 

2. put file in order

Information hierarchy is always a good idea . Just like you organize the work area on your desk , Do the same thing for your resource center . Classify the articles , The building part , Identify the most commonly used elements on the home page （ Such as the most popular articles and search bars ）, Add a feedback mechanism so that you can measure your response to the article , Don't forget the visual effects （ picture 、 video 、GIF、 picture ）. You can also consider linking each other in your article , So that customers can easily transfer to other articles in the appropriate context by clicking the link in the text .   

3.  Analyze the data

Not every article will make users applaud . that , How do you know which one is attractive ？ One option is to view some examples of knowledge management systems owned by your competitors , And learn how they monitor success . 

Some brands just insert a feedback column at the end of each article , With a question “ Is this article helpful ？ Yes or no ”.( Or similar ）, instead of “ yes ” and “ no ”. Although this feedback question may not help much , But you can still determine the baseline and see which articles are not very helpful . Start optimizing these articles with better information .

4. Gradually update your knowledge management system

Just because you have built a knowledge management system doesn't mean you can fold your arms . Continuous development makes evergreen content successful among users . Never stop researching new topics to cover in your center 、 Customer pain points and stories . in addition , Pay close attention to the problems your team encounters every day 、 The content that customers search on your website and the obstacles that your products may encounter . 

A good knowledge management system is inseparable from a good building tool , Recommend a simple construction tool ——Baklib. It can not only build a knowledge base management system , It can also help enterprises build a dedicated Help Center , Improve the work efficiency of enterprises .https://www.baklib.com/?utm_content=21&utm_source=zhihu