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Knowledge Bases and SOPs

Contiem designs and implements knowledge bases, knowledge articles, and SOPs for support organizations and end users.

Standard Operating Procedures

A Guide To SOPs

If you need a firm that specializes in the development of standard operating procedures, you’ve come to the right place. Contiem is the global leader in content development, management, and delivery systems. We provide a broad spectrum of technical writing services, which include SOP analysis, development, and management. In this comprehensive guide, we’ll delve into the intricacies of SOPs and their underlying objectives.

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When is it time for a knowledge base?

A knowledge base enables your end users to help themselves. It is a place where up-to-date information, resources, troubleshooting tips, and answers to questions on your products lives. How do you know if a knowledge base is right for your organization?

It may be the right time to take the leap from FAQ list to a knowledge base if:

You have outgrown a simple FAQ list; questions have become too complex.
The number of FAQs is too long for your customers and support staff to efficiently find what they need.
Customer support costs are too high.
Customer support tickets are staying open too long.
Answers are getting – or needing to be – more nuanced or in-depth.
There are multiple ways to achieve certain tasks.

Knowledge Base Features

An effective knowledge base has these key features:

Searchability
Intuitive navigation
Single-topic articles
Understandable articles, written for the target audience
Data: provides statistics such as the content users search for
Scalability: new articles easily can be added as issues or common questions arise
Empowerment: users internal and external to the organization can help themselves