Content, FAQ & Common Procedures Inventory
Content probably is all over the place right now. Word documents, Google Docs, emails and probably that a lot of what you'll end up putting into the knowledge base is undocumented at this point! That's why content inventory is key.
Existing Content Inventory
Go through currently documented information and procedures. These will typically be stored on a company network drive, Google Docs, Dropbox or on similar platforms.
Put together a list of documents with their location and if they can be reused as is or if they'll need some rework.
FAQ & Common Procedures Inventory
FAQ have a lot of value because they're recurring questions that typically have standard answers. That's a perfect fit for a knowledge base.
Common procedures are things that customers or employees will do regularly or things for which you know they'll need assistance at some point. Things like setting up an account or recovering a lost password are good examples.
If you're on the first line of defence yourself, it will be easy to put together a list of the most commonly asked questions. Don't write the answers at this point, just a list of common questions with a brief description is enough.
If you're not on the first line of defence, this can be a little harder to get these frequently asked questions as you'll have to ask the right persons.
Is there some sort of guide or help content that would be really helpful, even though it's not a procedure or a FAQ? For instance, maybe you'd like to write a guide to help your customers get started with your product. Or maybe a guide on how to use a specific tool or platform at work would be helpful.
Putting it all together
By now, you should have a list of:
- Needs rework
- Can be used as is
- FAQ & Common Procedures
- Help Guides
How did we do with this article?