Every organization has internal knowledge base information scattered across multiple places: wikis, emails, documents, conversations, and most importantly, in the heads of experienced employees. When people leave, knowledge base gaps become apparent.
This guide covers capturing missing internal knowledge from departing employees.
Auditing your internal knowledge base gaps
Start by identifying what knowledge exists in your knowledge base and what critical knowledge is missing. Talk to people in each role: what do you need to know that is not documented? What questions do people ask repeatedly?
This audit reveals gaps where departing people need to contribute documentation.
Key takeaways
- Internal knowledge base gaps exist partly as missing documents but largely as knowledge in people's heads
- Systematic capture from departing employees prevents loss of critical undocumented knowledge
- Converting interviews into structured documentation creates usable knowledge base content
- Preventing future gaps requires embedding documentation into how your organization works
Capturing undocumented knowledge systematically
Schedule interviews with people who have deep knowledge in gap areas. Ask them to walk through their most important undocumented work. Have them explain the why behind decisions and processes.
Record these sessions. The goal is converting their expertise into documentation others can reference.
Converting interviews into knowledge base content
Transform interviews into knowledge base entries organized for reference. Clean up language. Add structure. Verify accuracy with the person who explained it. Get it into your knowledge base system.
This process ensures knowledge base content is clear enough for reference, not just audio recordings.
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Preventing future gaps in knowledge base
After capturing missing knowledge, establish practices to prevent new gaps. Require documentation when procedures change. Build knowledge base updates into how your organization works.
Over time, this reduces how much knowledge lives only in people's heads.
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