How many knowledge bases do you really need?
· 1 min read
Split knowledge bases by audience or clear ownership, never just because the org chart does.
In brief
IT wants its own knowledge base. HR wants one so staff cannot see manager-only guidance. Facilities would like one just to keep things tidy. Someone suggests one per department, and suddenly there are eleven. Separate bases feel neat because each has an owner. One well-organised base with access set article by article feels simpler. Both arguments are reasonable, but neither starts with the person searching. They do not know or care which department owns the answer. They just want it.
This article offers a useful way to decide: split by audience only when the audience genuinely differs, such as staff and the public; split by owner only when ownership would otherwise be unclear; and never split just because the org chart does. The test is simple. Can someone find the answer without knowing who wrote it? Join the conversation on ESM's Exchange to share how many knowledge bases you ended up with, and whether there was a point where more made things worse.
The urge to split
IT wants its own knowledge base. HR wants one, so staff cannot see manager-only guidance. Facilities would like one just to keep things tidy.
Someone suggests one per department. That is eleven.
Two reasonable arguments
Separate bases feel neat. Each has an owner who answers for it. One well-organised base, with access set article by article, feels simpler. Both arguments are reasonable.
Start with the person searching
But neither starts with the person searching. They do not know or care which department owns the answer. They just want it.
A useful way to decide
- Split by audience only when the audience genuinely differs, such as staff and the public.
- Split by owner only when ownership would otherwise be unclear.
- Never split just because the org chart does.
The test
The test is simple. Can someone find the answer without knowing who wrote it?
Next step
How many did you end up with, and was there a point where more made things worse? Join the conversation on ESM's Exchange: https://exchange.esm.institute
Tags: knowledge management, service management, self-service, ESM
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