BUILDING A KNOWLEDGE BASE THAT ACTUALLY GETS USED
Every time an engineer solves a problem from memory instead of documentation, you’re paying twice – once for the fix, and again when the next person hits the same wall.
The problem isn’t that your team won’t document. It’s that documentation feels like extra work with no payoff. Fix the structure and the incentive, and knowledge capture becomes automatic.
The scenario:
You want to create a knowledge base structure that engineers will actually use and contribute to.
The prompt:
You’re designing a knowledge base structure for your service desk.
Build a framework that includes:
– Category structure (by client? by system? by issue type?)
– Article template with required fields
– Tagging/search strategy so articles are findable
– Contribution workflow (when to create, who reviews)
– Maintenance process (stale article review, ownership)
Include 3 example article titles per category.
Keep the structure simple enough that a busy engineer will actually use it.