Knowledge Management Strategy
Make the answer findable. Once, in one place.
Most of what your company knows isn't written down. It's in a Google Doc somebody made in 2022, a Slack thread that scrolled away, and the head of the person who's been there longest. That works until she takes a week off.
I build the system that gets it out of people's heads: an internal base for your team, a help center for your customers, or both. Easy enough to write in that people actually write in it, and wired to the tools they already have open.
The method is Knowledge-Centered Service: the article gets written while the ticket is being solved, by the person solving it, not in a documentation sprint six months later. With a clear issue taxonomy on top of it, the same system tells you which questions it's failing to answer.
Key outcomes
Reduce support tickets
Customers who can find the answer stop opening a ticket to ask for it.
Onboard new hires faster
A new hire can look things up instead of interrupting the person next to them.
Stop asking Slack
The same question stops getting asked in four channels and answered three different ways.
Service offerings
A knowledge base isn't a pile of articles. It's a structure, plus a habit of keeping it true. I build both.
Content audit and plan
I read what you've already written and what people are actually asking in tickets. The gap between those two is the content plan.
Help center build
I pick the platform to fit the job, Zendesk Guide, Salesforce Communities, or Paligo, and set it up so it looks like you and searches like it should.
Internal knowledge base
The team-facing side: product detail, playbooks, and how things are done here, organized the way people actually go looking.
Keeping it true
The part everyone skips: who writes, who reviews, and what triggers a re-read. Version control when the product ships, and a compliance path when the content is regulated.
Results
The measure of a good knowledge base is boring: the same question stops arriving. Customers find it themselves, new hires look it up, and your senior people get their afternoons back. It only holds if someone owns keeping it current, which is why the maintenance plan is part of the build, not an afterthought.
See it in practice: I led the full rebuild of the Boston Dynamics Support Center, from content audit to launch.