In case you’re unfamiliar with Knowledge Management, it’s about organizing and storing company knowledge in a way that makes it easy to access and use.

In the past, companies stored knowledge in books or folders. Today, with the benefits of digital search, knowledge is stored electronically for easier access.

If you’re not using one, I might have a compelling case for it, especially in IT.

So let’s dive in!

Building a Self-Service Culture

The most common response I hear is, “Kim, it’s hard to get employees to stop calling.”

I always respond by asking, “How quickly did we transition from calling for delivery to ordering through an app?”

When data is properly organized, users often find it more convenient to search than to make a call—especially since they can often resolve issues themselves faster.

Knowledge library does that because convenience is key.

Also, remember that IT resources are always limited, and they’re often asked to do more than they can manage.

So, if you can deflect at least 20% of tickets, why not take advantage of it?

Establishing Standard Fixes and Solutions

When you're working alone, fixes are easy. Even with a team of 4-5, it's still manageable.

But when the organization is large, and you’re not interacting with your team daily, the way problems are solved can be very different.

Some solutions are short-term, others long-term.

Some problems are solved efficiently, while others are not.

Some issues keep being solved over and over, even though they've been fixed before, and it takes a while each time.

The benefit of having a library of standard fixes is that you can be sure your team is consitently doing the right thing. And because the fixes are standard, you’re able to avoid breaking things.

Knowledge Retention

How fast do your employees come and go? How fast is your team growing?

And, how quickly are you able to bring them up to speed?

Without an existing playbook, solving problems effectively becomes challenging. New hires often experience significant downtime, from training to seeking answers.

That’s where a knowledge base comes in.

By storing all the knowledge and solutions in one place, you make sure that everyone can find the right solution quickly.

This approach also prevents reinventing the wheel, ensuring the right solutions are applied consistently—even when no one is available to provide answers.

It allows your team to find what they need, exactly when they need it.

I often recommend that even smaller teams start managing their knowledge effectively. There’s no downside—only benefits.

That’s it for this week.

P.S. Have questions? Feel free to reply—I personally respond to my emails.