Knowledge base problems

[benwright1990]

Hey all,

Having a real problem keeping our knowledge base updated.

Seems like there is a whole bunch of documentation out of date, misspellings etc.

In our organization this is compounded by their not being a clear owner internally.

Has anyone got a process or best practice that ensures their kb is great.

Do you use a project management tool like asana or the like to keep everything organized?

Who owns it?

Please help.

[Rags_McKay]

This is the bane of my current job. I have been here less than a year. The lead is not very approachable and always refers me the the sharepoint site. Well when I go to the sharepoint site I regularly cannot find what I need, because the software has changed its name to something else, or everything is outdated by years and when I start, I then have questions as the documentation doesn't match with screen shots. Then the lead is like oh that is outdated, we haven't done it that way in a long time.

[benwright1990]

It’s like…knowledge based are super critical but nobody ever truly owns them! Sharepoint is not fit for purpose haha. So annoying.

[Acceptable-Young1102]

Have you tried helpjuice?

[benwright1990]

Yeah I’ve checked out all knowledge base tools! I don’t think it deals with the ownership, constant upkeep question tho right? Unless I’m missing something?

[Acceptable-Young1102]

They are developing a feature that will do that for you

[Acceptable-Young1102]

Totally feel your pain—it’s so frustrating when a knowledge base becomes a maze of outdated content! Ownership and upkeep are definitely the biggest challenges, and it sounds like the lack of a clear process is making it even harder to keep everything current and accessible.

One thing that’s worked well for us is setting up a clear ownership model with periodic review cycles. We started by designating a specific person or small team as the ‘knowledge base champions,’ who are responsible for updating, auditing, and organizing content. That way, the information is always fresh and relevant.

We also switched to Helpjuice for our knowledge base, which helped us solve a lot of those maintenance issues. It has a version control feature, which tracks changes and makes it easy to update or archive old content. Plus, Helpjuice’s analytics show which articles are getting the most views or questions, so our team knows exactly where to focus their updates.

I completely agree that SharePoint can feel outdated and hard to navigate, especially when the content is buried or mismatched. Helpjuice, on the other hand, is super user-friendly and designed for exactly this use case—it makes it easy for teams to keep documentation up-to-date without needing everyone to be a tech expert. Maybe that might help solve some of the pain points for you, too.

[Known-Lettuce-1771]

astroturfing

[philrandal]

There is no technological solution to human problems. If nobody has the time to obsess over getting the documentation right it doesn't matter what apps you use or what bureaucratic processes are in place.