A Guide for Building Your Employee Knowledge Base From Scratch


In the beginning, building a knowledge base is exciting. But after the first week, you realize what a daunting task it actually is as you struggle with questions such as:

  • How do I get started?
  • What kind of content should I create?
  • How should I create that content?
  • How should I organize my content?

In this strategy guide, we'll walk you through each question so you can to work without stressing about whether you are doing it right.

How do I begin?

If this is your first time creating an online knowledge base, you'll want to approach it differently than creating a Word user guide. Check out the video below for a brief explanation of why.

As the video explains, you begin by writing titles that match the specific:

  • Questions
  • Tasks
  • Policies
  • Procedures

...that are being asked. That way, when an end user searches your ScreenSteps knowledge base, it will be easy for them to find a specific answer.

What kind of content should I create?

There are 4 Main types of content we see customers wanting to create for employees:

  • FAQs
  • Policies
  • Procedures
  • Call Flows

Those are all great––but instead of focusing on the type of article, focus on who is using your article and why they would be using it. Remember, you are building a knowledge base to help your coworkers do their job. If your articles aren't helping them, then they won't use your knowledge base.

For example, if you are creating articles for your support reps, consider what they are experiencing day-to-day:

  • They receive dozens of phone calls from customers asking questions
  • They are being measured by efficiency of their responses
  • They don't have time to hunt around for the right answer

For that group, you may want to create checklists and workflows (aka call flows) that specifically answer customer requests coming in. The specificity makes them easy to locate via search, and the format of a checklist and call flow makes them easy to scan and read––which is critical while responding live to a customer.

How should I create that content?

As general advice, we recommend following these four steps when creating content:

  1. Create a style guide
  2. Write your "how-to" articles
  3. Write your checklists
  4. Write your workflows (aka call flows)

You'll be amazed at how fast your knowledge base grows when you approach it in this way.

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How should I organize my content?

There are several ways you can organize your ScreenSteps content. Here's an article that shares some ideas you can implement >> How Should I Organize ScreenSteps?


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