This is a high-level overview of all the pages and sections that a great team knowledge site should contain. This can be a solid starting point for your new site.
Remember that a team knowledge site should be a simple reference of what happens in the organisation. It should link to documents that give all the detail (the why, the how, the when, the who, etc.).
Always include your organisation's true vision, mission, values, and goals.
For any business with more than 5 employees, list all teams, departments, buildings, and categories of employees. This can function as an internal directory.
Write an overview of each employee role, such as sales assistant.
Create and include an organogram that illustrates the organisation structure; how employees, teams, and departments work together.
Write down your hiring process; from clarification of the role, through the job ad and interviews, to the on-boarding process. Include how, when, by whom each step must be done.
When writing about onboarding, list what to give new employees, what to show them, who to introduce them to, etc.
Describe how your team members improve their skills, stay motivated, and generally become better employees. Describe training opportunities available to them.
You can use this as an opportunity to develop a system that allows work to consistently improve (sometimes called Kaizen) through employee feedback.
Explain the types of leave available to employees.
Explain the details of work travel, including booking flights, accommodation, car hire, and all associated allowances.
Describe how finances such as payroll, taxes, etc. are dealt with internally, and when payments are made.
Detail your information security procedures, such as how employees should save and access passwords and sensitive documents.
List all the digital platforms you use, such as mobile apps, websites, digital services, etc.
Explain how each of these can be accessed, using particular user accounts or login credentials.
Describe your business or organisation’s scheduling of regular activities. The best way to do this is by writing each activity under headings like hourly, daily, weekly, monthly, quarterly, and yearly.
These activities can include meetings, training, equipment maintenance, stock takes, etc.
Describe different types of emails that team members should expect to receive, and how to deal with each. Where possible, link to templates for responding to these easily and consistently. This might need to be done on a per-role basis.
Describe your company culture, meaning how employees should feel while working, and how everyone treats each other.
Describe what's acceptable and not acceptable, and what makes your business or organisation a great place to work for.
List all physical assets such as machines, tools, vehicles, etc. that employees may use, and how they should be used safely and effectively.
If your business has a referral programme, explain how it works, what responsibilities each person has, and what remuneration or benefits they get in return.
Assuming your organisation has a large list of customers or clients or members, describe the methods you use to communicate with them all. This typically takes the form of a bulk mailing service like MailChimp.
List and explain important metrics your team uses to assess the performance of the organisation, and how to access these.
List all organisational partners such as suppliers, strategic partners, affiliates and even competitors.
List all notable events that your employees should know about, which they should attend or even host. Mention which events your team should be guest speakers at.
Describe all products and services your business sells, as well as those it used to sell. Also list any that are currently under development and any past prototypes.
Explain how each is created; the process from start to end.
For any content creators in your business such as writers, video creators, photographers, etc., describe how their content should be created and how it should be published. This can cover blog posts, podcasts, an editorial calendar, etc.
Describe your stock or inventory management system, and if relevant, your resource management system. Remember that if you sell services, treat the time of all employees as a finite resource.
If you sell services, list your ongoing or long-term clients, and the process of on-boarding or off-boarding them.
How your team deals with issues that inevitably come up is one of the most important topics to include in a team knowledge site, yet it’s often the most neglected.
We recommend that for each possible issue that you and your team feel is fairly likely to happen, describe what might happen, and when it might happen. Then describe what might cause it. If you’re unsure, as “Why” over and over until you get to the route cause.
Then for each issue, explain possible solutions or ways to deal with the situation. Finally, make sure to explain how to prevent it from happening in future.
Some potential issue topics you might like to cover include team or staff disputes, client or customer issues, technology or equipment failure, financial or cash flow troubles, and office or administration failures.
Can you think of anything we’ve left out? Or do you have feedback on suggestions to change? Please let us know using the form below!