Managing internal knowledge effectively is a challenge that every company experiences regardless of size. What tends to happen is that the problem is often ignored or tolerated until the company enters a growth stage at which point a knowledge management strategy shows its weaknesses and the foundation begins to crumble.…
Posts Taggedslack knowledge base
How to search Confluence from Slack – a better way to manage FAQs for internal support
Confluence is a popular wiki for both technical and customer facing teams. A challenge that many teams encounter with Confluence is its limited native integration with Slack, where so many support questions are asked and answers are given every day. A common workflow pattern that arises in any internal support…
Why isn’t my self-service IT helpdesk platform working?
So you’re invested significant resources into a self-serve IT support platform so that it can run on autopilot for the lowest value tasks, but it isn’t working. You have bought a brand new wiki/knowledge base solution like Confluence, but for whatever reason it is underutilized. The same thing happened when…
Are you using Slack to store, search-for and access knowledge?
With Slack becoming a big part of the communication and collaboration toolset of many modern organizations, it often gets misused. Much like how email became a repository for historical knowledge, Slack has followed suit – for better or for worse (we say worse ). If you are intentionally (or unintentionally)…
Where are the wrong places where most frequent support questions asked? Your knowledge base, Slack or elsewhere?
Depending on the organizational adoption rate of your knowledge base software, support queries might be asked in a few different channels. If you have built a documentation-first culture, support seekers might always “ask” their knowledge base for the appropriate documentation before seeking support elsewhere. If adoption rates are less than…
How to fix an FAQ problem in startups and enterprises by integrating knowledge into common workflows
Frequently asked questions (FAQs) are a common productivity inhibitor in organizations of all shapes and sizes. In small companies, the challenges involving repeated questions are surrounding a lack of time, a growing team and a lack of reliable documentation. In enterprises, they struggle with the volume of FAQs, challenges involving…
How do I choose the right knowledge base structure for my startup?
The last thing startup founders want to think about is knowledge management. It’s way less exciting than shipping new products and features. It’s way less sexy than perfecting that design and brand. It’s most certainly way less exciting than fundraising and negotiating a term sheet. But, consider these situations that…
How startups achieve hockey stick growth with better communication and collaboration in Slack
Startups need every advantage they can gain if they want to achieve exponential growth depicted in pitch deck charts by the iconic shape of the most important piece of equipment for Canada’s favorite pass-time, the hockey stick. There are a lot of things that a startup needs to get right…
4 ways startups use KM tools to outrun the competition
If you’ve never worked at a startup, chances are that you’ve never quite felt the “hair on fire” moments that come with the rollercoaster ride of emotions experienced by its employees. It’s hard to describe other than to say it’s scary, exhilarating, stressful, fun, energizing and exhausting all at the…