Change · Guide
Create an internal knowledge base
Give your team a reliable place to find approved answers, with an owner responsible for keeping the information current.
Start with repeated questions
Collect the questions the team answers most often. Group them by task, such as opening a role, arranging an interview or approving an offer.
Prioritise the questions that delay work or cause inconsistent decisions.
Use approved information
Write answers from current policies and agreed processes. Include the source, the owner and the review date. If the source does not answer a question, ask the owner to resolve it before publishing.
Make each answer useful
Use the question as the heading. Give the answer first, then the steps, links and contact for exceptions. Use the names of systems and forms people actually see.
Suggested entry format
Question · Short answer · Steps · Exceptions · Source · Owner · Last reviewed
Maintain the content
Publish the knowledge base where people already work. Assign a review schedule and a way to report incorrect or missing information. Remove old versions when a process changes.
If an assistant searches the content, check that it cites the correct source and acknowledges when an answer is unavailable.
Need help applying this in your team? Explore bespoke training.