A KB Doesn’t Have to Be a KO: How to Build Big with a Tiny Team

KB internally for support. Serves thousands of views, updated dozens of times a week, reduces research time for support personnel by 11%.

Content management: repositories. Not going to get the sophistication of a full-on CMS. Includes templates, project boards, AI, QA checking, review cycles and approvals, collaboration and discussions.

KB is focused, fast, well-fed, managed, templatized, future-proofed. Looking for 2 minutes on a page or less. It is not a junk drawer. End up with FAQs and no one can find what they need and ends up being where information goes to die. 

Inspire compliance, the 5 Cs. Clarity (know what to do), competence (know how to do it), confidence (I can do it), consistency (know what will happen after I do it; develops trust), customary (this is how things are done).

Govern intake streams. The process includes intake, triage, schedule, writer, review, publish, sunset. Make the right thing the easy thing to do. Make it easy, make it possible. 

We talked about metrics. Do I care about top 10? Not really. Care about bottom 10. Could be just clutter. 

Automate all the things. Not CI/CD. But have actions drive what you need to do. 

Maintain reliability by campaigning constantly, watch for trends, prep for disaster, maintain calm control. People will forget about you if you do a good job. 

GitHub includes project tracking. 

Reacji action in Slack, attached to emoji, if that emoji is used as a reaction, that gets piped into the doc channel.