The First Step Towards Knowledge Management: FAQs!
David Wippel
Imagine this scenario:
You're in the middle of something important, and then a colleague comes and asks:
"What was that procedure for XYZ again?"
"How does this tool work?"
"Where do we store the quotes?"
These kinds of interruptions aren't just annoying - they also cost valuable time and concentration. Your employees just want to get their work done. No one means any harm, but...
Everything in Our Heads and 1:1 Communication
In many companies, knowledge is still distributed across employees' minds. And the only way to access this knowledge is through good old 1:1 conversations.
But how efficient is that really? And how scalable?
FAQ - A Step in the Right Direction
One solution: an internal FAQ section. A central place where all employees can find answers to their most common questions.
Why is this useful?
Efficiency: Instead of interrupting a colleague every time, you can quickly check the FAQ.
Scalability: The FAQ grows and evolves with the company.
Transparency: Everyone has access to the same knowledge base.
Collaboration: Everyone can add questions and answers - collective knowledge management.
Foundation for SOPs: FAQs can serve as the foundation for Standard Operating Procedures (SOPs). These are detailed process descriptions that ensure the quality of your service/product remains consistently high.
A Simple Document
But how to start? It's simple - with a shared document. Anyone can add questions, and anyone who knows the answer can respond. This way, your FAQ section grows organically with your company.
Just like you answer customer questions on your website, you can answer internal questions from your team. The result is a better-informed workforce and fewer interruptions in your workday.
Take the First Step
It's time to take the first step. Create a document for your FAQ today and add the first three questions that come to mind.
Once your employees recognize the benefits, you'll be amazed at how quickly it grows and how much easier it makes your work processes.