How to Create Shared Knowledge Bases

Want to improve team collaboration and productivity? A shared knowledge base can help. It centralizes your team’s processes, best practices, and important information into one searchable, accessible hub - perfect for remote teams.

Key Benefits:

• Boost Productivity: Teams report up to 25% higher efficiency.
• Solve Remote Challenges: Eliminate time zone issues and communication gaps.
• Save Costs: Poor knowledge sharing can cost companies millions annually.
• Increase Transparency: Ensure everyone has access to critical information.

How to Build One:

1. Organize Content: Use clear categories, templates, and consistent naming.
2. Encourage Sharing: Build a culture where documenting and sharing is routine.
3. Ensure Security: Protect sensitive data with strong access controls.
4. Pick the Right Tools: Options like Notion, Confluence, and Google Docs cater to different team needs.

Tool Comparison:

Tool	Best For	Starting Price	Free Plan
Confluence	Structured documentation	$5.16/user/mo	Yes
Notion	Customizable workspaces	$10/user/mo	Yes
Google Docs	Simple collaboration	Free	Yes

Start small by addressing your team’s biggest challenges, choose the right tools, and make knowledge sharing a habit. A well-maintained knowledge base can transform how your team works - wherever they are.

A Step-by-Step Guide to Creating a Knowledge Base (+ Free Template)

Core Principles for Building an Effective Knowledge Base

Creating a knowledge base that your team will actually use requires more than just storing information. It’s about building a system that’s structured, collaborative, and secure. Here are some essential principles to guide you.

Organized Documentation Practices

A well-organized knowledge base is the backbone of effective information sharing. Without a clear structure, even the most valuable content can get lost. Start by creating top-level categories that align with your team’s workflow, like "Development Processes", "Client Communication", or "Quality Assurance." Then, break these into subcategories for more detailed organization.

Consistency is key. Use standardized naming conventions across the board - if you label something "Client Onboarding", don’t call it "Customer Setup" elsewhere. Templates and style guides can also help maintain uniformity. When everyone follows the same formatting rules - such as consistent fonts, sizes, and layouts - it makes the knowledge base look polished and easier to navigate.

To make information quick to find, use descriptive headers, bullet points, and concise paragraphs. Don’t forget about mobile users - optimize your knowledge base with readable fonts and touch-friendly navigation for smaller screens. A well-structured system isn’t just functional; it sets the stage for a culture of sharing.

Building a Culture of Open Knowledge Sharing

Having the right technical setup is only part of the equation. To truly succeed, you need to encourage a culture where sharing knowledge is second nature. Establish clear guidelines on what should be documented, how often updates are needed, and who is responsible for maintaining various sections.

Trust is the cornerstone of collaboration. Team members need to feel safe sharing their expertise without fear of judgment. Leadership plays a big role here - when leaders are transparent about company goals, performance, and challenges, it encourages everyone else to be open too.

"Trust is the foundation of collaboration. Whether you're working remotely or not, the way you lead needs to start from a position of trust. If you don't have trust, you'll fall into damaging leadership tactics, like micromanaging your team or monitoring their online status." - Adam Smith, CEO and co-founder of Workbounce

"I believe very strongly that visibility and transparent communication from the leadership team helps every team member have more trust and confidence in their leaders and the business...We hold weekly All Staff meetings where we give full team updates on [topics including] hiring, business opportunities and team changes." - Molly George, CEO and founder at Kickstand Communications

Recognizing and rewarding contributors is another way to encourage participation. When someone documents a tricky process or shares a valuable insight, publicly acknowledge their effort - it goes a long way in motivating others.

Security and Privacy Requirements

While fostering openness is important, protecting sensitive information is equally critical. Set up access controls so only authorized individuals can view or edit certain content. Use strong authentication methods, like multi-factor authentication, for areas containing sensitive data. Additionally, encrypt data both in storage and during transmission, and opt for platforms with SOC 2 compliance to ensure high security standards.

Human error is a major vulnerability - 82% of data breaches involve mistakes by people. Regular training on data security and privacy practices can help reduce this risk.

Classify your data to determine what needs stricter protection. For instance, your lunch menu doesn’t need the same level of security as client contracts. Clear guidelines on what information can be shared openly and what requires restricted access are essential.

Regular security audits can help you spot vulnerabilities before they escalate. Review access permissions, remove outdated credentials, and ensure your security measures are up to date. And if something does go wrong, have an incident response plan in place. Knowing who to contact, what steps to take, and how to communicate during a breach can significantly limit the damage and speed up recovery.

Tools for Collaborative Knowledge Bases

When it comes to creating a collaborative knowledge base, the right tools can make all the difference. Once you've established organized documentation practices, it's essential to pick tools that align with your team’s workflow and encourage adoption. The right platform not only streamlines processes but also sets the stage for effective teamwork.

Overview of Knowledge Management Tools

There’s no shortage of options in the world of knowledge management tools, each catering to different team needs. For example, Notion stands out for its flexibility, offering customizable databases, wikis, and project boards - making it a favorite among startups and creative teams.

On the other hand, Confluence is designed with a more structured approach. It’s perfect for enterprises that prioritize standardized documentation and secure collaboration. With robust templates and seamless integration with tools like Jira, it’s a go-to for organizations needing efficient workflows.

For teams already in the Google ecosystem, Google Docs provides a simple yet effective way to collaborate, offering accessibility and ease of use.

There are also more specialized tools available. Guru uses AI to help teams locate information quickly, Document360 excels in managing large volumes of documents, and Helpjuice offers highly customizable knowledge bases with advanced analytics.

Investing in the right tools can significantly improve productivity - cutting search time by 35% and boosting overall efficiency by 25%.

Tool Comparison for Remote Teams

Selecting the best tool for remote teams requires careful evaluation of factors like ease of use, integration options, customization, and pricing. Here’s a quick comparison of some popular platforms:

Feature	Confluence	Notion	Google Docs
Best for	Structured documentation	Customizable workspaces	Simple collaboration
Interface	Enterprise-grade, structured	Minimalist, visual & flexible	Familiar, straightforward
Templates	75+ built-in	1,000s of user-created	Basic document templates
Integrations	Jira, Trello, Slack	Zapier, Google Drive, Slack	Google Workspace suite
Customization	Moderate	Extensive	Limited
Offline access	View-only	Limited (preloaded pages)	Full editing capability
Pricing	From $5.16/user/month	From $10/user/month	Free with Google account
Free plan	Up to 10 users	Unlimited blocks/pages	Unlimited

Confluence starts at $5.16 per user per month (billed annually), with premium features available at $9.73. Notion begins at $10 per user monthly, scaling to $15 for advanced business features. For teams on a tight budget, Google Docs offers robust functionality for free, while both Confluence and Notion have free tiers suited for smaller groups.

The size and structure of your team also influence the choice. Notion is ideal for teams that value visual organization, quick setup, and workflow automation, while Confluence is better for those needing structured documentation and tight integration with Jira. For teams already using the Google Workspace suite, Google Docs is a natural fit.

Integration capabilities are another key consideration. Confluence’s native Jira connections are invaluable for teams already working with Atlassian products, while Notion’s Zapier integrations allow automation across various third-party tools. Google Docs, of course, seamlessly integrates with other Google Workspace apps.

To see real-world benefits, consider a mid-sized tech company that implemented a centralized knowledge base. They reported a 20% reduction in time spent searching for information, along with improved team collaboration.

If you’re unsure where to start, take advantage of free trials to explore how these tools fit your team’s unique workflow. Sometimes, the nuances of a tool only become apparent when you use it in practice.

sbb-itb-2511131

Step-by-Step Guide to Creating a Shared Knowledge Base

Creating a shared knowledge base isn't just about choosing the right tools - it's about setting up a system that your remote team will actually use and maintain. Here's how to get started.

Assess Team Needs and Goals

Start by identifying your team's knowledge gaps and priorities. Without this step, it’s easy for a knowledge base to become just another unused resource.

Take a close look at your existing content. Are troubleshooting guides hidden in email threads? Are onboarding materials scattered across multiple platforms? Pinpoint these issues to understand what needs improvement. Then, define the specific problems you’re trying to solve. Are team members wasting time searching for answers? Do new hires struggle to find resources? Addressing these challenges ensures your knowledge base solves real problems.

"To define the goals and objectives of your knowledge management technology, start by aligning your knowledge management technology goals with overarching business strategies and specific problems you aim to solve. Then, set clear, measurable objectives that detail the desired improvements and the timeframe for achieving them." - Betsy Anderson, Customer Success and Implementation Teams Lead, Bloomfire

Understanding your team’s preferences is just as important. Do they prefer video tutorials or written guides? What type of information do they need most often? Surveying your team helps tailor the knowledge base to their needs. For example, if faster access to troubleshooting guides is a top priority, set a goal like reducing search times for key documents by 30% within six months.

Align these goals with your company’s broader strategy. If improving customer satisfaction is the focus, prioritize customer-facing resources. If your goal is scaling quickly, concentrate on onboarding materials. Also, involve key stakeholders - executives, team leads, and end-users - to make sure the knowledge base meets everyone’s needs and gains organizational support.

Once you've set clear goals, it’s time to configure tools and establish documentation standards.

Set Up Tools and Define Standards

The next step is setting up your tools. For instance, if you’re using Confluence, configure spaces and permissions. With Notion, create a structured workspace. For Google Docs, organize shared folders with proper access controls. Choose tools that support real-time updates and integrate smoothly with your existing systems.

To keep the knowledge base user-friendly, create an intuitive structure. Organize categories based on how your team works, and set clear rules for formatting, naming conventions, and content placement. Document these standards in a centralized handbook for easy reference.

Take inspiration from Steelcase’s use of Mural in 2024. They implemented it as a shared workspace for visual collaboration, enabling teams to work seamlessly across locations. Similarly, Jacobs used Mural to consolidate resources from multiple platforms, simplifying workflows and onboarding.

It’s also important to define communication norms. Outline response time expectations and specify which channels to use for different types of messages. This ensures clarity and helps the knowledge base remain a reliable resource rather than a source of confusion.

"Remote collaboration is engaging for everyone. In person, the introverts in a group can easily get lost in the shuffle. With Mural, the barrier to engagement is lower and everyone has the opportunity to participate." - Christina Koffskey, Senior Success Architect, Emerson

Assign Roles and Create Maintenance Processes

A knowledge base needs clear ownership to stay relevant. Without it, outdated information can pile up, making the system unreliable.

Assign a knowledge leader to oversee content creation and organization. This person doesn’t need to write everything but should ensure all critical areas are covered. Identify subject matter experts for specific topics and make them responsible for maintaining their sections.

Schedule regular reviews - quarterly, for example - to update old content and fix broken links. This keeps the knowledge base fresh and accurate. Encourage participation by integrating knowledge-sharing into performance reviews. When employees see that their contributions are valued, they’re more likely to engage.

Consider how Mercy Ships uses Confluence to encourage knowledge sharing. They maintain bio pages, share wins, post blogs, and even publish practical information like vaccine schedules and patient stories. This approach fosters a sense of community while keeping the knowledge base relevant.

Establish clear workflows for adding and updating content. Define who approves new entries and how updates are communicated to the team. Structured processes make it easier for everyone to contribute without chaos.

"You have to lead by example to have the most success. There's a preconceived notion that the CEO should be the strongest person on the team and not share openly, but I try to be almost the opposite and that's made it easier for others." - Joel Gascoigne, Co-founder and CEO of Buffer

Encourage Team Contributions

Building the framework is just the first step. The real value of a knowledge base comes from continuous contributions and active use.

Publicly recognize contributors in team meetings, newsletters, or chat channels. Acknowledging efforts motivates others to participate and reinforces the importance of knowledge sharing.

Provide ongoing training to ensure employees know how to use the knowledge base effectively. As tools evolve, keep the team updated on new features or best practices.

"Remote work requires more discipline. You have to make sure that you're documenting your work, you have to commit to writing things down. And a lot of humans are just a little lazy about that stuff. We like being able to informally tap someone on the shoulder; we like the casualness of it. But in a remote workplace, you have to commit to that discipline, otherwise it doesn't work." - Wade Foster, CEO of Zapier

Promote a culture of transparency by making workflows and processes accessible to everyone. This ensures team members can understand how work gets done, no matter where they are.

"Document processes publicly: to work as a unified team, we need to be able to be on the same page regardless of where in the world we are. A lot of our processes are documented publicly in this Team Manual, and anybody can take a look at how we work, what tools we use, etc. and understand if our way of working can work for them." - Ryan Robinson, Customer Success Manager at Hotjar

Encourage team members to regularly review and update content. When someone finds useful information, ask them to refine or share it in relevant channels. This creates a cycle of continuous improvement.

Finally, treat every question as an opportunity. If a team member asks something already answered in the knowledge base, use it as a chance to improve the content rather than just giving a quick reply. This mindset helps the system grow and stay relevant.

Best Practices for Collaboration and Knowledge Sharing

Keep your knowledge base alive by encouraging consistent contributions. The key to success lies in creating an environment where team members feel motivated to share their insights and engage with collective knowledge. Here's how to cultivate collaboration practices that ensure your knowledge base thrives.

Promote Regular Knowledge-Sharing Activities for Knowledge Bases

Frequent knowledge-sharing activities help remote teams maintain the kind of informal connections that naturally happen in office settings. The trick is ensuring these activities feel worthwhile rather than just another meeting.

Asynchronous updates are particularly effective for distributed teams. For example, Box uses a system where team members post questions in a Slack channel. During stand-ups, the team reviews these questions together. If no one can answer immediately, someone volunteers to research and document the response. This approach allows questions to be addressed without disrupting workflows.

Virtual knowledge sessions recreate the spontaneous learning moments that occur in physical offices. Westpac developed its own learning platform where employees can take courses and share expertise by creating educational content. This dual-purpose system strengthens both learning and sharing, making the knowledge base more dynamic.

Another idea is "hot tips" sharing, as seen at Doctolib. Developers there began sharing bite-sized insights under specific tags, sparking friendly competition to see whose tips received the most votes and comments. This gamified approach turned knowledge sharing into something fun rather than a chore.

The best knowledge-sharing activities feel natural and integrate seamlessly into the team's routine. For instance, Runtastic transitioned from casual daily catch-ups to structured documentation as they grew from a small team to 250 members across multiple locations. They focused on making the flow of information feel organic rather than overly formal.

These practices help teams anticipate and overcome common challenges in collaborative environments.

Address Common Challenges in Collaborative Documentation

Even with a proactive approach, teams may encounter obstacles that need specific solutions. Recognizing and addressing these challenges early can prevent them from spiraling into bigger issues.

Information silos are a major hurdle, especially for remote teams. Studies show that Fortune 500 companies lose an estimated $31.5 billion annually due to poor knowledge sharing, with employees spending nearly 29% of their workweek searching for information. To combat this, encourage cross-department collaboration through joint meetings where leaders share updates and insights.

Outdated content erodes trust in your knowledge base. Make it a priority to regularly review and update content. Empower team members to fix outdated information immediately instead of simply flagging it as an issue.

Low engagement often happens when the value of the knowledge base isn't clear. Highlight its benefits by tracking metrics like time saved or problems solved and sharing these wins with the team. Islamic Relief Canada found that as they introduced more Asana features to various teams, usage increased because the value became evident.

"Using Asana is all about knowledge sharing. The more features we discovered and introduced to different teams, the more everyone saw the value of using the tool and began using it." - Usama Khan, Director of Finance, Islamic Relief Canada

Knowledge hoarding can limit the flow of information. Create a culture of psychological safety where sharing is encouraged and rewarded. Dr. Sumbul Tahir emphasizes the importance of fostering a learning cycle: "Modern organizations need people who learn, acquire knowledge, can teach others, and relearn. Without this cycle, modern teams cannot deliver".

Search and discovery issues can frustrate users and reduce adoption. Organize content based on how people actually work rather than departmental structures. Use consistent tagging and naming conventions to make information easier to find.

Challenge	Impact	Solution
Information silos	29% of workweek spent searching for info	Encourage cross-department collaboration and centralized tools
Outdated content	Reduced trust and reliability	Schedule regular reviews and empower immediate updates
Low engagement	Decreased knowledge base value	Track and share success metrics publicly
Knowledge hoarding	Limited knowledge flow	Foster psychological safety and reward sharing behaviors

Recognize and Reward Knowledge Base Contributors

Recognition is a powerful motivator for long-term engagement. When done right, it creates a positive cycle where contributors feel valued, inspiring others to participate.

Public recognition can have a significant impact. Programs that highlight contributions in team meetings, newsletters, or Slack channels boost both work quality and engagement. Making contributions visible to leadership and peers amplifies their value.

Peer-to-peer recognition often feels more genuine than top-down acknowledgment. A survey found that 34% of employees feel more like themselves at work when recognized by peers, and 32% are less likely to leave their jobs if they receive at least one peer shoutout monthly. Encourage team members to call out helpful contributions from colleagues.

Tie recognition to business outcomes for added impact. Instead of generic thanks, explain how a contribution solved a customer problem or improved team efficiency. Specific recognition makes a lasting impression. In fact, 37% of people say more personal acknowledgment would motivate them to produce better work more often.

"As an engineer, you work towards targets, but you also work for recognition from your co-workers. This tool helps me get both." - Fábio Guerreiro, Full-stack Engineer, Doctolib

Professional development opportunities can also serve as meaningful rewards. Offering perks like conference attendance, training courses, or leadership roles in knowledge-sharing initiatives benefits both the individual and the organization.

For teams that enjoy gamification, points-based systems can be effective. Allow contributors to earn points for their input, which can be redeemed for rewards or displayed on leaderboards. Just ensure the system encourages participation without fostering unhealthy competition.

Recognition should always be timely and specific. Generic praise quickly loses its impact, but acknowledging how someone's contribution solved a real problem creates lasting motivation. Align recognition programs with company values to make knowledge sharing feel like a natural part of career growth rather than an extra task. When people see that sharing knowledge helps their professional development, they’re more likely to contribute consistently.

Conclusion: Building a Knowledge-Empowered Remote Team

Turning scattered information into a centralized knowledge base transforms it into a strategic advantage. Investing in structured documentation and collaborative tools yields measurable benefits, from smoother onboarding to stronger team connections - even across great distances.

Key Takeaways

A successful knowledge base relies on three essential elements: structured documentation practices, effective collaborative tools, and a culture that prioritizes knowledge sharing. If any one of these is missing, even the best intentions may not deliver the desired results.

Leadership plays a crucial role. When leaders actively document and share knowledge, they set a powerful example for the rest of the team to follow. Transparency and participation at the top encourage a trickle-down effect. Keeping a knowledge base relevant requires consistent updates, regular reviews, and feedback loops. Teams that treat their knowledge base as a dynamic, evolving resource are more likely to stay engaged.

A sense of community flourishes naturally when knowledge sharing feels safe and rewarding. As Amy Frank-Hensley, Global Knowledge Center Program Manager at Swagelok, explains:

"The feedback we've received on that was really positive - people feel like they have a stronger connection to our organization than they've ever had because they have a place to share and be vulnerable".

This emotional connection strengthens remote teams by fostering a deeper bond that goes beyond mere task-based communication.

The best knowledge bases don’t sit on the sidelines - they become woven into daily workflows. When documenting and accessing information is just part of how work gets done, teams maintain their knowledge base naturally, without constant reminders.

Armed with these insights, it’s time to take the next steps toward seamlessly integrating a knowledge base into your team’s day-to-day operations.

Next Steps for Implementation

To bring these ideas to life, focus on practical steps that encourage active participation and consistent use of your knowledge base.

• Address your biggest challenges first. Start by documenting areas where the absence of clear processes or resources is causing the most pain. Tackling these urgent needs can demonstrate immediate value, building momentum for broader initiatives.
• Select tools that fit your workflow. Look for features like strong search capabilities, easy contribution options, and seamless integration with your current systems. For example, GitLab’s 1,500 remote employees use a multichannel approach, recording meetings and uploading them to GitLab Unfiltered, creating a rich, accessible knowledge repository.
• Assign roles and set review schedules. Designate specific team members to maintain and update the knowledge base regularly.
• Dedicate time for knowledge sharing. Block time on the calendar for team members to exchange insights. This signals that knowledge sharing is a valued part of their work.
• Track and celebrate progress. Metrics like time saved, problems solved, or participation rates can highlight the impact of your knowledge base. Sharing these wins with the team reinforces its importance and keeps engagement high.

Start small - focus on one critical process or pain point. By delivering quick wins and expanding gradually, your team will experience the benefits firsthand, creating a foundation for long-term success.

FAQs

What should I look for when selecting a tool to build a shared knowledge base?

When picking a tool to build a shared knowledge base, prioritize ease of use, scalability, and collaboration features like commenting and editing. The tool should work smoothly with your current systems and workflows while offering strong search functionality and flexible customization options.

It's also important to choose a platform that can handle your team's size and future growth. Make sure it aligns with the type of information you need to manage. The right tool will boost your team's efficiency and ensure everyone can access the information they need without hassle.

How can organizations promote knowledge sharing in remote teams?

To promote knowledge sharing among remote teams, it's essential to cultivate a welcoming and inclusive environment where employees feel appreciated and comfortable sharing their insights. Hosting regular collaborative sessions - like team meetings or virtual brainstorming events - can make it easier for team members to exchange ideas and expertise.

Another effective approach is setting up dedicated platforms such as shared knowledge bases or online forums. These tools make it simple for employees to document and retrieve information when needed. Acknowledging individual contributions and celebrating team achievements can also inspire more participation, creating a positive loop of collaboration and ongoing learning.

How can I keep information secure and private in a shared knowledge base?

To keep information secure in a shared knowledge base, start by implementing strong authentication methods and role-based access controls. This ensures that only the right people have access to sensitive data. Additionally, opt for tools that meet SOC 2 standards, as these are designed to uphold rigorous security measures.

It's also important to regularly review and update user permissions. Encourage your team to adopt security-conscious habits and apply data minimization practices - this means limiting the exposure of unnecessary information. These strategies not only guard against unauthorized access but also align with the best practices for data privacy and security in the United States.