Knowledge management defined

Knowledge management is creating, sharing, using, and managing an organization’s information. It’s a multidisciplinary approach to achieve organizational objectives by providing access to the right knowledge to everyone.

Knowledge management is how a business creates, curates, distributes, uses, and manages knowledge and information—making it accessible to all.

What is a knowledgebase?

A knowledgebase is a repository where all information (or knowledge) can be stored, organized, and shared with customers, employees, and even partners. The purpose of a knowledgebase is to serve as a single source of truth. In short, it makes it easier for people to find solutions to their problems, answers to their questions, or to get clarification.

What is a knowledge article?

Knowledge articles are digital documents that make up a knowledge base. Articles aren’t just standard documents; they can be landing page text, videos, images, infographics, or even animations or online interviews. They can be frequently asked questions (FAQs), explanations on how something is done (such as a how-to guide or manual), or troubleshooting steps/guides.

How to create a knowledge article

There are a few key points to consider Oracle Knowledge Management Training when developing and writing knowledge articles. First, as an author you should not assume anything about what the reader knows or doesn’t know. Nothing is too obvious to not include in a knowledge article. Lengthy articles should have anchor links, which are links on a page that brings the user to a specific place on that page.

Knowledge articles should be easy to skim and easy to read, using a conversational tone and everyday language to describe the feature, issue, or solution. Titles should be simple and to the point, especially if the article is for customers. Avoid industry jargon and technical terms. Organize all knowledge articles logically. Use links (between pieces) strategically to meet the goal of delivering brief, easy-to-read content that provides complete and comprehensive answers.

Use images to save your readers’ time, ensure a better reading experience, and provide clarity. Tables and screenshots can go a long way to explain nuances without making an article too long and difficult to comprehend.

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