Q&A: Training on knowledge base search engines

In our recent webinar, Creating Institutional KM Change that Sticks, our expert panel shared lessons learned in implementing new knowledge programs.

In this series of posts, Jennifer Crippen, Senior Consultant at DB Kay & Associates, and Dave Cutler, VP of Customer Success at Venafi, are joined by Irrevo’s Knowledge Strategists, Melissa Burch and Laurel Poertner to respond in detail to the questions our audience shared during our Q&A session.

We are trying to develop a training program for our Knowledge Base. Currently we train on our organization’s products and programs, but there is so much information now, that we are trying to orient the training for our employees to learn how to use the KB, instead of directly teaching its contents. Do you have any experience or advice with this type of training?

Jennifer Crippen:

The search is so important, and I think it’s a common oversight in how we train our employees. We offer a tool like a search engine so they can get to the right content, whether it is knowledge articles or training materials, white papers or product documents. Typically employees tend to expect a search engine in a knowledgebase to work how they use Google, but it doesn’t. Employees require some amount of training on what to expect and on how to use search effectively.

Laurel Poertner: 

I have asked some of the super users of the KM system to participate in very specific, tactical training sessions. This helps others see hands-on examples of how to do some of the daily tasks involving the KB. I have also asked for feedback from Managers and users on what specific topics they would like more information on so I could tailor a training class to that. Finally, the business systems team that fielded a lot of the questions about the KB created a separate article tag and wrote KB articles on some of the common questions that were coming up.


Learn More

If you missed the live broadcast, you can watch a recording of this webinar. Stay tuned to the Irrevo blog for more Q&A from this session, and follow us on Twitter to be the first to know when we share new answers.