Many organizations choose SharePoint as their knowledge management platform, drawn by its promise of seamless collaboration and document management. However, the real-world experience of using SharePoint as a knowledge base isn't always straightforward. Let's examine what actually works - and what doesn't - based on firsthand experiences of companies that have implemented SharePoint for knowledge management.
SharePoint shines in several key areas as a knowledge repository. Its document management capabilities are particularly strong - teams can work together on documents in real-time, maintain version control, and easily access previous versions to ensure everyone stays on the same page. For instance, when multiple team members need to collaborate on a policy document, they can make edits simultaneously while tracking who made which changes. The platform's deep integration with Microsoft Office tools is another major advantage. Since most employees already know how to use Word, Excel, and PowerPoint, they can jump right into creating and editing content in SharePoint without a steep learning curve.
Despite its strengths, SharePoint presents some notable hurdles as a knowledge base. The platform's complexity is often a major stumbling block - setting up an effective knowledge structure requires extensive configuration of site templates, metadata, and navigation systems. For example, just implementing a basic system for tagging and categorizing documents can take weeks of planning and setup. The search functionality also tends to fall short of expectations. Users frequently struggle to find the exact information they need, even when they know it exists somewhere in the system. Basic keyword searches often return too many irrelevant results, forcing users to wade through multiple documents to find what they're looking for.
Making SharePoint work effectively as your knowledge hub requires a thoughtful approach to address its limitations. The foundation is a clear, logical structure for organizing information. This means creating intuitive navigation paths and consistent ways to categorize content across the system. For example, you might organize content first by department, then by project, with standardized tags to help users filter information. Many organizations also find they need to supplement SharePoint's built-in search with additional tools to help users quickly locate specific information. Beyond the technical setup, success depends heavily on encouraging knowledge sharing among users. This includes creating clear guidelines for adding content, regularly reviewing and updating materials, and actively seeking user feedback to continuously improve the system. When teams understand how to properly contribute to and use the knowledge base, they're much more likely to embrace it as a valuable resource rather than viewing it as just another corporate tool.
Just like a library needs a clear organizational system to be useful, a SharePoint knowledge base requires thoughtful structure to serve its purpose effectively. Without proper organization, even the most comprehensive knowledge base becomes difficult to navigate and loses its value. Here's how to build a knowledge base structure that helps your team find and use information efficiently.
Site templates act as the foundation for organizing different types of content in your SharePoint knowledge base. Think of them as standard layouts that ensure consistency across various content types. For example, you might create specific templates for:
These pre-configured templates make it easier for teams to create and maintain content while giving users a familiar experience as they navigate different sections.
Much like a library's catalog system helps locate books, metadata helps users find information in your knowledge base. This invisible framework of tags, categories, and descriptions powers effective search and filtering. Rather than using basic keywords, develop a structured tagging system. For example, instead of just labeling something as a "marketing case study," use multiple relevant tags like:
This detailed metadata allows for more precise searching and helps users quickly find exactly what they need.
Users need clear pathways to find information, regardless of where they start looking. Good navigation combines intuitive menus, breadcrumb trails, and search filters to guide users. You can structure navigation based on your organization's hierarchy or group content by related topics. The key is making it feel natural - like following signs in a building.
Consider adding "Recommended Resources" sections on main pages to provide quick access to frequently used materials. This anticipates common needs and reduces time spent searching.
While building your SharePoint knowledge base, watch out for these common mistakes that can limit its effectiveness:
Focus on creating a balanced structure that provides enough detail without overwhelming users. For instance, limit your hierarchy to 3-4 levels deep rather than creating endless sub-folders. Most importantly, design the system around how your users work and think - a knowledge base that doesn't align with user needs will see low adoption rates.
The foundation of any effective knowledge base is powerful search. Unfortunately, this is where SharePoint as a knowledge management system can sometimes miss the mark. While SharePoint includes basic search capabilities out of the box, teams often find these tools inadequate for quickly finding specific information in large document repositories. Without proper optimization, this can lead users to feel frustrated and discouraged from using the system. Let's explore practical ways to improve SharePoint search and make it work better for your team.
Good metadata acts as a map that guides users to the right content. To make SharePoint search truly effective, you need a thoughtful metadata strategy that goes beyond basic tagging. This means creating consistent terminology across metadata fields and capturing all relevant information that users might search for. For example, when documenting customer onboarding procedures, include variations in your metadata like "client onboarding," "new customer setup," and "welcome process" since different team members might use different terms when searching. This comprehensive approach helps ensure content surfaces regardless of how users phrase their queries.
Smart content tagging directly impacts how easily users can find what they need. The key is using both broad and specific tags to support different types of searches. For instance, tag marketing materials with both high-level terms like "marketing" and specific ones like "social media marketing" - this allows users to either browse broadly or drill down to exactly what they need. Regular reviews of your tagging system help keep it current and prevent outdated tags from cluttering results. As your content evolves, so should your tagging approach.
Clear navigation works hand-in-hand with search to help users find information efficiently. Think of it like a well-organized library - even without using the catalog, clear signs and logical organization help visitors browse and discover materials. Apply this same principle to your SharePoint setup by creating intuitive hierarchies, using descriptive labels for document libraries and folders, and adding helpful elements like breadcrumb trails and related content suggestions. These navigation aids reduce the mental effort required to find information.
Two frequent challenges with SharePoint search are managing overwhelming results and finding deeply nested content. You can tackle the first issue by teaching users to craft better searches using tools like Boolean operators (AND, OR, NOT) and advanced filters. For the nested folder problem, focus on solid information architecture and strategic metadata use so content surfaces based on relevance rather than location. If your organization has a large knowledge base, consider adding a third-party search tool to enhance SharePoint's native capabilities. While the built-in search works for smaller setups, larger repositories often benefit from more sophisticated search features that can handle complex queries and bigger content volumes. This investment in better search tools can dramatically improve how effectively teams use your knowledge base.
Having a well-built SharePoint knowledge base is only the first step. What really determines success is whether employees actively use it in their daily work. Getting people to not just try it once, but make it part of their routine requires careful planning and ongoing effort.
For a knowledge base to thrive, sharing information needs to become second nature. This starts at the top - when leaders actively contribute content and reference the knowledge base during meetings, it sends a clear message about its importance. Simple actions like publicly thanking employees who add helpful documentation or solve problems using shared resources can spark wider participation. Making the knowledge base central to project updates and team discussions helps cement it as an essential work tool.
Basic how-to training rarely leads to lasting adoption on its own. Effective training shows employees exactly how the knowledge base makes their jobs easier and helps them perform better. For example, demonstrating how to quickly find standard templates or troubleshooting guides that eliminate repetitive questions. Providing ongoing support through quick reference materials and having designated experts available to help keeps momentum going. This builds confident users who champion the platform to others.
Long, technical documents often go unread. The most effective knowledge base content is brief, clear and practical. Break information into scannable sections with descriptive headers. Use screenshots, diagrams and real examples to illustrate key points. Focus on answering common questions and solving frequent problems. When documentation directly helps people do their jobs, they'll actively seek it out rather than avoiding it.
Tracking specific metrics reveals how well your knowledge base serves users. Monitor which content gets accessed most, what people search for, and who contributes regularly. Use this data to identify gaps and opportunities. Regular user surveys and conversations provide deeper insights into what's working and what needs adjustment. This continuous feedback loop lets you keep refining the knowledge base to better meet your organization's needs. Focus on steady improvement based on actual usage patterns and user input.
Building a SharePoint knowledge base is just the first step - keeping it useful and relevant requires ongoing effort and attention. Without regular maintenance, even the best knowledge base can quickly become outdated and ineffective. Success depends on having clear processes for managing content quality, tracking versions, and adapting the system as your organization's needs change over time.
Just as a garden needs regular tending, your knowledge base requires consistent care to stay healthy and productive. Set up a schedule for content reviews - whether quarterly or twice yearly - to systematically check that information remains accurate and useful. For technical documentation, you may need more frequent updates than for general company policies. During these reviews, carefully evaluate what needs to be updated, revised, or removed to prevent confusion from outdated materials.
Make it easy for team members to help maintain content quality. Create simple ways for users to flag outdated information and suggest improvements. This shared responsibility helps ensure the knowledge base reflects your organization's collective expertise. Consider using a dedicated SharePoint list for update requests or adding a feedback tool that lets users easily submit suggestions.
Good version control becomes essential when information changes frequently. While SharePoint provides built-in versioning features, you need clear guidelines for creating new versions and archiving old ones. When updating documents, include the date and note key changes so users understand how the content has evolved. This helps everyone access current information while maintaining important historical records.
Keep users informed about major updates through email notifications or SharePoint news posts. This ensures people know when important changes occur and can adjust their work accordingly.
A solid governance framework provides structure for managing your knowledge base effectively. Define clear roles and responsibilities for content creation, review and approval. Assign specific "content owners" to different sections, giving them authority to maintain quality standards. This helps ensure consistent style, format and terminology across all materials.
Set up standard practices for organizing content and using metadata. Create conventions for tagging, naming documents, and structuring document libraries. Think of it like organizing a library - when everything has a logical place and clear labels, finding what you need becomes much simpler. These organizing principles help prevent information silos and make the entire knowledge base more user-friendly and reliable. With ongoing attention to governance, your SharePoint knowledge base can remain a valuable resource that truly serves your organization's needs.
Building a successful SharePoint knowledge base requires ongoing measurement and adjustment. Simply tracking basic usage isn't enough - you need to understand the real value it delivers and how to grow it effectively. Here's how leading organizations measure success and scale their knowledge bases for the future.
The most meaningful metrics align directly with your organization's goals for the knowledge base. For instance, if your main aim is reducing support tickets, track how many tickets get resolved using knowledge base content. When improving employee onboarding is the focus, measure both completion times and gather direct feedback from new hires about how helpful they found the resources.
| Organizational Goal | Key Performance Indicator (KPI) |
|---|---|
| Reduce Support Tickets | Number of tickets resolved using the knowledge base |
| Improve Employee Onboarding | Onboarding completion time, new hire feedback |
| Increase Sales Team Efficiency | Sales cycle length, deal close rate |
| Streamline Project Management | Project completion time, adherence to budget |
This focused approach helps show clear benefits and makes the case for continued investment in your knowledge base.
While high-level KPIs matter, direct user feedback reveals how people actually use your knowledge base daily. Simple tools like quick surveys, embedded feedback forms, and casual conversations with teams often uncover valuable insights. For example, if multiple users mention struggling to find specific information, it may signal a need to improve your metadata or search capabilities. This hands-on feedback ensures your knowledge base truly serves the people who rely on it.
As your company grows, your knowledge base must evolve while maintaining quality and organization. This requires clear processes for creating, reviewing and approving content at scale. Many organizations assign content ownership to specific teams or individuals in each department to maintain accountability and consistency.
You may also need additional tools, particularly for search, as content volume increases. Think of it like a growing library - you need better organization systems, not just more books. Planning ahead for growth helps ensure your knowledge base remains valuable no matter how large your organization becomes.
Ready to build a SharePoint knowledge base that drives real results? Tech Noco creates custom SharePoint solutions designed for your specific needs. Visit https://tech-noco.com to learn how we can help maximize your SharePoint's effectiveness.
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