Article

February 19, 2025

10 Best Features for an Internal Knowledge Management Software

Jade Burens

SEO & Growth marketer

8 minute read

In the Information Age, a person’s expertise is a type of intellectual capital. As a result, more businesses are investing in platforms to categorize and preserve internal knowledge.

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What is an Internal Knowledge Management Tool?

Definition of Knowledge Management

Knowledge management refers to the processes and software used to manage the knowledge found within a company’s knowledge bases. It deals with two types of knowledge: formal knowledge, which is documented and easily accessible, and tacit knowledge, relying on the capabilities and expertise of employees.

Formal knowledge is knowledge that can be understood in a straightforward manner. As a result, it can be easily transferred to others. It includes anything that can be shared in written form, such as manuals, instructions, and documented articles.
Tacit knowledge is difficult to express and challenging to share with others. These types of abilities include innovative thinking, art appreciation, and interpreting body language, relying on the capabilities of team members.

Internal knowledge management software is used as a virtual knowledge base to store a company’s proprietary content, policies, procedures, and more. Users can access the documents and articles on an as-needed basis and distribute them to their teams. This software enhances support by organizing documentation and allowing teams to collaborate effectively. An internal knowledge base’s content is not meant to be shared with those who are not employed by or associated with the company.

An Internal Knowledge Management Tool serves as a central base for information, allowing teams to streamline research and reduce the time employees spend searching through content and documentation. This software not only organizes articles and documents but also offers solutions to common questions, enhancing support and service capabilities within the organization.

Unlike external knowledge bases tailored for customer self-service, internal knowledge bases focus solely on internal stakeholders, providing employees with streamlined access to relevant content and support. With this approach, businesses can significantly reduce the volume of repetitive questions and foster more efficient inter-departmental communication among teams.

The company’s internal knowledge management system serves as a robust software solution for storing its best practices, handbooks, guidelines, and other critical content. As a collaboration tool, it allows teams to share information across departments, boosting productivity and ensuring that support documentation is easily accessible.

Benefits of an Internal Company Knowledge Base System:

Why would you invest in knowledge management software? Here are a few reasons it offers valuable solutions:

A searchable online library makes it easy for employees to find content and is an effective way to share information within the company’s software.
A centralized knowledge base is a logical choice to encourage team collaboration.
A knowledge base also helps with onboarding new employees by giving them free virtual access to all necessary documentation.
Finally, an internal system can lead to better governance of company data and internal intellectual capital.

10 Key Internal Knowledge Base Software Features

1. Fast-loading Information

According to a study conducted by Microsoft Corp., an individual’s attention span starts to wander after the eight-second mark. This is just shy of the nine-second attention span attributed to a goldfish! Internet users are accustomed to knowledge base software loading quickly, and if the page with relevant content is slow to load, the viewer is likely to not have actionable insight. This defeats the purpose of deploying knowledge management software for support teams to access efficiently.

Someone looking for a form, a manual, an in-house expert, or the answer to a question does not have minutes to wait. A team member working in customer service who needs to provide support for a customer's question or concern quickly is expected to have the required information at their fingertips – literally – through the knowledge management software.

2. A Highly-effective Search Engine

A search engine’s effectiveness in knowledge management software can be measured using its speed and the quality of its results.

The knowledge base software’s search engine must perform well even when using misspelled words, two-word search terms instead of three, inexact phrases, and more. It must sort through these types of partial search terms to produce the desired results rapidly. In other words, its algorithm must be sophisticated enough to connect what the user types into the search box with the relevant content they are looking for, whether it be documentation, answers to questions, or other resources.

For an internal knowledge base software to truly add value, it should offer robust search functionalities, including tagging and metadata, to help employees quickly find and filter relevant information. In addition, well-defined naming conventions and tags enhance the accuracy and speed of search results, making support and documentation easily accessible.

3. Measure User Analytics and Provide Feedback

Unless the knowledge base software can measure user experience, executives and managers will be left in the dark without knowing which customers or team members are using the company intranet, how often they are accessing it, and which pages or articles they find most relevant. Even though the intranet is used for internal communication, it is helpful to think of team members as customers. What do they need to have a positive user experience and effective support?

Content should be updated regularly to ensure accuracy and relevance.
It should be easy for users to contact IT support directly from the knowledge base software.
Company knowledge stored in the system should always be relevant and up-to-date, providing effective solutions for teams.

Content should be updated regularly.

It should be easy for users to contact IT support directly from the knowledge base system.

Company knowledge stored in the system should always be relevant and up-to-date.

Failing to provide these essentials means low customer satisfaction levels from users. Bounce rates for content will jump, and without proper support, productivity may drop as well.

4. Employee Learning Center

LumApps' Employee Learning Center serves as a comprehensive hub within the knowledge management software for all educational content, establishing itself as a pivotal component of the organization's knowledge management framework. This central repository includes a wide array of resources such as onboarding guides, training videos, and professional development documentation, essential for fostering a culture of continuous learning and growth.

By centralizing these resources, LumApps simplifies the learning process for employees, facilitating easy access to necessary training materials and content. This streamlined software approach not only enhances employee development but also reinforces the effectiveness of the organization’s knowledge management strategies. The integration of such a robust learning center within the knowledge management system ensures that employees have the tools they need, including documentation and support resources, to succeed and grow, directly contributing to the overall productivity and expertise within the company.

5. Communities of Practice

Communities of Practice within the knowledge management software allow team members to access the specific expertise their colleagues possess. This customizable community base makes knowledge sharing among teams and across departments a much easier process, supporting collaboration and documentation efforts.

The community can be focused on specific functions or areas of interest within the knowledge management software. It gives experts at your company a chance to showcase their various areas of expertise, share content, and mentor other team members.

Team members can access the Communities of Practice within the knowledge management software to collaborate with experts from all departments. They can ask questions about projects they are working on, share their experiences, and get help in solving issues. The experts are available to provide valuable feedback and ongoing support to teams.

6. Video Center

A video can effectively convey content to a viewer in an interesting and entertaining manner. It can often be a better solution than asking someone to read a block of documentation. A video grabs a viewer’s attention and holds it in a way that reading may fail to do. Consider using videos for onboarding, training tools, making announcements, and for educational purposes within your knowledge management system.

The Video Center within the knowledge management software keeps all of a company’s videos in one place. They can be hosted internally or linked externally. To make the content easy to find for users, thumbnails or a list format can help, providing support and access for teams.

7. Ideation Corner

The Ideation Corner within the knowledge management software is a place where a company can start its next change initiative. Team members can become part of the process by providing their thoughts and opinions. It is also a place for the following:

Brainstorming for solutions to problems, better processes, or new products.
Including opportunities for voting on and refining ideas currently under consideration.

Brainstorming for ideas around solving problems, better processes, or new products.

Including opportunities for voting on and refining ideas currently under consideration.

By providing access to the Ideation Corner across devices, the knowledge management software allows team members to share their ideas easily, supporting collaboration and content creation.

8. Social Employee Advocacy Platform

Employees can become valuable advocates for a business by sharing positive posts about the company on social media through the knowledge management software. Over time, they may want to write their own social media posts to share with their own followers. Their content becomes a way to promote your brand that feels natural and organic, since it comes from the “mouths” of employees.

When team members are empowered to become brand advocates through personalized social media posts, it not only enhances employee engagement but also augments your brand's organic reach. Utilizing internal advocacy tools within the knowledge management software can align employee voice with company values, thereby creating a cohesive brand image and providing better support and service to customers.

9. User-friendly Text Editor

Not everyone is confident about their writing abilities and may find it challenging to face a blank screen when asked to contribute content to share with others. To encourage participation, a text editor within the knowledge management software that is easy to use is important. The goal is to make this process comfortable for employees so they can focus on sharing their thoughts and content.

10. Security Protocols

It’s a given that companies must have stringent security protocols in place for an internal knowledge base, since it is one of a company’s most valuable assets. The secure information it contains allows teams to work more independently, interact more meaningfully, and provide top-notch customer support.

Setting appropriate authentication and permissions within the knowledge management software for each team member ensures they can access the necessary documents and content to do their jobs. Additionally, limiting access to sensitive information protects confidential documentation and ensures that only authorized personnel can view critical data.

Enhancing Employee Experience with Advanced UI

LumApps enhances the digital employee experience through sophisticated employee management software and a comprehensive knowledge management base that features a user-friendly and well-designed UI. This carefully crafted user interface prioritizes ease of use, enabling employees to navigate the software efficiently and access essential tools quickly. The intuitive layout of the employee management system dashboard further elevates the user experience by providing streamlined access to frequently used features, support documentation, and quick insights, which significantly boost operational productivity. The comprehensive design of LumApps' UI is tailored to meet the capabilities of modern workplaces, integrating seamless navigation with powerful functionality. This makes it an indispensable tool for managing the types of knowledge management processes required in today’s enterprises. By reducing complexity and improving the accessibility of key functions, LumApps ensures that all users, regardless of their tech savviness, can fully benefit from its features.

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The Future of Management: Prioritizing the Employee Experience

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Enhancing Your Organization with Knowledge Management and AI-Powered Tools

Having an effective knowledge management strategy is essential. It’s no longer just about storing information; it’s about making content easily accessible, actionable, and continuously updated. This is where AI-powered knowledge base software comes into play, offering advanced solutions for managing and retrieving information efficiently.

The Importance of a Robust Knowledge Management Strategy

A well-crafted knowledge management strategy can transform how your organization operates. Leveraging AI-powered knowledge base software allows businesses to efficiently manage both explicit knowledge (documented information) and implicit knowledge (tacit expertise). By integrating these tools, companies can enhance collaboration, streamline processes, and drive innovation through improved content management and support capabilities.

Streamlining Employee Management: Unveiling the Power of LumApps

Managing employees effectively is key to increasing productivity and building a positive workplace culture. A sophisticated employee management app like LumApps plays a crucial role in simplifying many administrative tasks while also boosting employee engagement and improving internal communication.

Among the various options available, LumApps stands out as the best choice, offering a comprehensive and integrated solution for managing employee interactions, streamlining workflows, and supporting various types of knowledge management processes within the organization.

The exceptionally well-designed UI of LumApps' software makes it easy for both managers and employees to navigate and complete tasks efficiently. The employee management system dashboard enhances this experience by centralizing essential data, documentation, and metrics, allowing for informed decision-making and real-time insights into team performance and individual metrics.

This robust platform addresses the foundational aspects of employee management and includes advanced tools and functionalities tailored to the complex needs of modern organizations. By integrating LumApps, businesses can achieve smoother workflow management, better resource allocation, effective support for teams, and a more unified organizational environment, making it an invaluable asset for any enterprise aiming to refine its human resource operations in the digital era.

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Key Benefits of AI-Powered Knowledge Management Software:

Find Answers Faster: AI-powered knowledge base software can quickly sift through vast repositories of content, documentation, and information to find answers, reducing the time employees spend searching for data.
Enhance Collective Knowledge: By capturing and sharing knowledge across the organization, AI tools help build a centralized repository of collective knowledge that benefits everyone.
Real-Time Updates: Regular updates ensure that your knowledge base software is always current, providing real-time access to the latest information and support resources.
Boost Efficiency: Automating routine tasks through artificial intelligence frees up employees to focus on more strategic activities, enhancing team productivity.

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Centralized Communication Hub

Acting as a modern digital head office, LumApps serves as a comprehensive knowledge management platform, centralizing all communication and operational needs within a single space. This centralization reduces the time employees spend searching through content and documentation, boosting efficiency and productivity across the organization. Offering superior enterprise workforce management software, LumApps supports various aspects of workforce management, including scheduling, communication, task management, and performance monitoring.

This ensures that every team member has instant access to the most current tools and information they need for their daily activities, resulting in smoother workflows and a more agile response to business challenges. LumApps not only simplifies administrative processes but also empowers employees by making support and information easily accessible. This approach accelerates decision-making, improves overall employee satisfaction, and reduces friction in the workplace, which in turn enhances team collaboration and aligns more closely with strategic organizational goals.

Capturing and Sharing Knowledge

Knowledge base software plays a critical role in capturing and sharing both explicit and implicit knowledge. Explicit knowledge includes documented processes, guidelines, and procedures, while implicit knowledge encompasses the experiential and intuitive know-how of employees. This software organizes content effectively, providing teams with the support they need to access and apply knowledge seamlessly.

Best Practices:

Encourage Documentation: Promote a culture where documenting processes, best practices, and support content is standard.
Facilitate Knowledge Sharing: Use knowledge management software tools that allow easy sharing and collaboration, ensuring that everyone has access to the information they need.
Regular Training: Conduct regular training sessions to keep employees updated on how to use knowledge management software effectively.

LumApps, for instance, stands out as an exceptional knowledge management tool and software solution. Not only is it one of the best intranet solutions on the market, but it also excels in capturing and sharing content and knowledge within teams across an organization.

The Role of AI in Knowledge Management

Artificial intelligence revolutionizes how organizations manage and utilize their knowledge management software. AI tools are capable of understanding and processing natural language, making them proficient in finding relevant information and content quickly. This capability is crucial for employees who need real-time access to support and information to make informed decisions.

Leveraging AI for Better Outcomes:

Improve User Experience: AI can personalize the search experience in the knowledge management software, providing users with the most relevant information and content based on their query history.
Prevent Information Overload: AI helps filter out irrelevant data, ensuring that users only get the information and support they need.
Automate Content Updates: AI can keep your knowledge base software updated by automatically adding new information and archiving outdated data.

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Integrating Knowledge Management Tools

For a knowledge management strategy to be effective, it’s essential to integrate the right knowledge management software tools. These software tools should be user-friendly and compatible with your existing systems, supporting seamless content management and team collaboration.

Steps to Successful Integration:

Assess Your Needs: Understand what your organization needs from a knowledge management software tool. Identify content gaps and areas for improvement.
Choose the Right Tool: Select a software tool that fits your requirements and can scale with your organization. LumApps is a great option due to its comprehensive features.
Train Your Team: Ensure that your team is well-trained on how to use the new knowledge management software. This will maximize its effectiveness and support.
Monitor and Improve: Continuously monitor the performance of your knowledge management system and make improvements as needed.

Building a Knowledge-Driven Culture

Building a knowledge-driven culture within your organization is just as important as the software tools you use. Encourage employees to actively participate in knowledge sharing, support each other, and make it a part of your organizational values to enhance team collaboration and content management.

Tips for Fostering a Knowledge-Driven Culture:

Recognize and Reward Participation: Acknowledge employees who contribute valuable knowledge and content.
Create Collaborative Spaces: Use intranet platforms like LumApps to create spaces where employees can easily share and access information and documentation.
Promote Continuous Learning: Encourage ongoing learning and development to keep skills and knowledge up-to-date, supporting team growth.

Conclusion

Implementing an effective knowledge management strategy with AI-powered tools and software can transform your organization. By capturing both explicit and implicit knowledge, providing real-time access to content and information, and leveraging artificial intelligence to find answers, you can significantly enhance productivity, support teams, and drive innovation.

Ready to take your knowledge management strategy to the next level? Sign up with LumApps today and discover how our AI-powered knowledge base software can help you build a more connected and efficient organization. By focusing on user-centric support and the effective management of content, our solutions enable teams to collaborate seamlessly. This guide provides a comprehensive overview that balances authority with accessibility, aiming to help business professionals understand the value and implementation of these advanced tools.

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Summary

In the Information Age, a person’s expertise is a type of intellectual capital. As a result, more businesses are investing in platforms to categorize and preserve internal knowledge.

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