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Building a team knowledge base people actually use
Knowledge bases fail when they become archives. Keep yours close to daily work and it stays alive on its own.
Ana Ruiz
A knowledge base is only as good as the last time someone found an answer in it. When people stop finding answers, they stop looking, and the pages slowly go stale.
Write for the question, not the topic
Title pages with the question people ask, such as how do we price a custom plan. Questions match how teammates search and make gaps obvious.
Keep each page short and link to the source material instead of copying it. Fewer words means fewer places for facts to drift.
Review the pages people read
Once a month, look at the pages that get the most visits and check them first. Popular pages carry the most risk when they are wrong.
Thanks for reading. More notes on clearer work every few weeks.