Tell me about your knowledge base!
Hello Igloo community,
This quarter I am working to build v1 of a comprehensive knowledge base that will include information about all our products and solutions. Versapay is a Fintech company that offers three native, integrated payment solutions inside ERPs + a SaaS AR automation platform, plus merchant services, and more!
The fun part of this project is that we are essentially in the process of combining four companies into one, and our information (where it exists) is spread across every imaginable location throughout our people's workspaces - both local and cloud storage!
Igloo has a great knowledge base solution that I'm going to use to kickstart the project and that I've already implemented in our site to share with product leaders and subject matter experts so we have something to use as we bounce ideas around, but I'd love to see examples of a great knowledge base that you've built to support multiple products, release notes (blogs), etc.
I'd also love to hear from anyone who has ideas and tips on how to manage this project as I'm putting together my team in the next week or so. Any advice or thoughts on someone who has completed a similar project are welcome!
Thanks everyone!
8 Replies
Hey there Katrina Potts! Thanks for your question - really exciting to hear about this initiative! First off, I'd love the opportunity to have a look at this with you and see what you've built and where you're looking to go. If that sounds agreeable, let's have a chat!
I took the opportunity to chat with some of my colleagues about this as well, and I think Tom Ryan had some customer suggestions that met the grade. Fire away Tom!
Also roping in Veronica Hayes and Will Hartland in case they've got any suggestions.
Brad Rooke Thank you Brad.
Sounds like a fantastic project you have begun embarking on there Katrina Potts. I am in the same boat as Brad I would be happy to get on a call to talk through some of the successes we have had using the KB solution with Igloo Customers.
My main suggestions for the successes we have seen however is all around the governance of knowledge and for that I am glad you are not going at it alone & have a team with you.
Brad Rooke - thanks for roping me in!
Katrina Potts - this is such a timely note (I am a bit late my apologies!) but I have several partners that are just embarking down this road so there is no reason to walk it alone. Rachel Soucie Monika Najdychor
The single greatest resource I can think of would be Melissa Dignam. Melissa has a Policy/Knowledge Center that would rival most for organized structure. Melissa if you have time, would love to know your thoughts!
Katrina Potts happy to connect and walk through the structure we're using and how it could be adapted for you.
Thank you to everyone for your contributions! I'm wondering if it might make sense to coordinate a call where we can all share best practices or your hot tips? What do you think Brad Rooke and Veronica Hayes; would this be something you'd be open to facilitating?
Katrina Potts - great idea, and I'm sure we'd have a number of customers willing to participate, whether we do this as a future Collaboration Event, or perhaps an ad-hoc call if we can garner some immediate interest.
Katrina Potts I really love the idea of a hot tips Collaboration Event. I know it has been something Christina Peschong and I have also discussed, gathering a bunch of tips and best practices from other customers.
Kim Tylka May have some great ideas on how they use their platform, which is a giant knowledge base solution. Kim, is there anything you could share with Katrina about what Forester is doing?
Thanks so much, Katrina for this awesome post!
This would be helpful and I am sure we could learn a lot too! We are still learning things every day and trying to make things work best for us and our users. Keep us posted.