Knowledge Management Tools & Software Comparison

Knowledge Management Tool Definition: What are Knowledge Databases and why is Knowledge Management Software needed?

With technological development, specific knowledge is needed in more and more places. Important information is stored in emails, social media interactions, forum discussions, comments, support tickets and even in the minds of individual employees. In many cases, it makes sense to create a structured knowledge database to compile and utilize all these facts.

A knowledge database (English "Knowledge Base") is practically a self-service online library. It provides information on goods, services, typical (production) processes, legal or safety-related requirements, and possibly other facts relevant to users about a company and its services.

The data in a knowledge base can come from just about anywhere. As a rule, the knowledge database is built and continuously expanded by employees who have knowledge on the relevant topics. The content can range from dos and don'ts of the HR or legal department to the explanation of how products work. In a knowledge base, you will typically find FAQs, manuals, troubleshooting guides, runbooks or other relevant content formats.

Furthermore, knowledge databases can be equipped with artificial intelligence, which among other things reacts to user behavior and provides the right content at the right time. Other bases are simply indexed encyclopedias. There are also special machine-readable knowledge databases that store content in system-specific codes.

A knowledge database forms the basis for so-called knowledge management. Knowledge management includes all measures necessary to accurately convey important information within a company or externally - to customers, prospects, partners, etc. and to organize accordingly.

A knowledge database software provides (at best) all the features companies need if they want to build a knowledge database. Typically, such a tool offers intuitive features that even less tech-savvy users can use to build a knowledge database. Among other things, there are templates and content format templates that simply need to be filled with information and published. The synonyms knowledge management tools, knowledge management apps, or knowledge management software or knowledge sharing software also help in the search for suitable software.

Create your own Knowledge Database: How do Knowledge Management Tools work?

Building a knowledge database or knowledge management is relatively straightforward in technical terms with user-friendly knowledge software. Knowledge management software is often equipped with various templates that have proven useful for knowledge databases.

As a rule, users can adapt these templates to their needs and, last but not least, the branding of their company. Good knowledge database software supports its users with simple (drag-and-drop) functions for creating and managing a knowledge base.

These tools enable, among other things, easy visual design of the content in colors, fonts, spacing, shapes, etc. They also allow quick structuring of call-outs, links, warnings, headings or tables, as well as creating user-friendly navigation with tiered categories. A powerful search environment can also be created using the right keywords and intelligent tagging of individual articles.

Knowledge management software is often - especially if the database is aimed at external users - connected to a medium platform. This is a system that transports information from the knowledge base to those who need the relevant facts. A typical example of such a medium platform is a content management system.

What are the Advantages and Disadvantages of Knowledge Base Software?

Knowledge Management Software can be used both internally and externally. Some companies use knowledge management tools as an internal database that their employees can use, while others use knowledge management software as an external source of information for their target audience. Still, others need both forms of knowledge databases in companies. They all can benefit from the following advantages:

• Efficient transmission of important information: Knowledge management administrators can organize product manuals, process descriptions, troubleshooting, training presentations, dress codes or behavioral manuals, and much more in a knowledge database. This reduces the frequency with which colleagues or prospects turn to their superiors or the company to clarify questions.

• Holistic knowledge security: Long-time employees who are retiring, deleted emails, or discarded online brochures no longer have to take all their knowledge with them irretrievable. The most important questions that were answered by these people or the key facts that are in the relevant documents can be secured and used in the long term within a knowledge management tool. This is particularly helpful for companies with unique processes and complex products, which rely on fully-informed employees. The specialist knowledge remains in the company with a knowledge management tool.

• More time for the most important tasks: Organized, documented knowledge means that less time is spent asking and answering questions. This in turn leaves more room for work on the tasks or projects at hand. Support staff, customer advisors, and supervisors also have more time to deal with the really difficult cases that a knowledge database cannot help with.

• Even more efficiency through integration: Users can upload documents and files directly from their file storage or digital asset management accounts to the knowledge management solution. The integration with other software products increases efficiency, as many typical steps of manual transmission are eliminated.

• Quick direct transfer of knowledge: Users of a knowledge base tool can direct colleagues or other interested parties to files in comments. Furthermore, these can be made aware of documents that are probably important to them by marking them in social media links and creating links.

• Optimization of Customer Service: A knowledge management system is a very simple but effective customer service tool for looking up frequently asked questions or instructions on a company's website. This support method is relatively cost-effective. Moreover, it is indeed becoming more and more accepted as interested parties today in many cases research very independently and do not necessarily want to contact support. The independent and fast finding of all necessary information also casts a very positive light on the service of the company and the practicability of the respective product or process.

• Task Management: Knowledge management tools help users find out how to achieve specific goals - and some even offer special task management functions. Although task management solutions are a separate software category, specific functions are also elements contained in several other types of software. Knowledge management tools do have features that allow for transparency in project or task processing. For example, project participants can use marking functions in documents to forward individual content to those who need it for specific project tasks. Additionally, it is of course possible to record specific - perhaps recurring - project to-do sequences within knowledge databases that the relevant persons should/must adhere to.

Does knowledge management software have any disadvantages? The short answer is: If it is correctly selected and used purposefully, then no. However, some quite challenging and perhaps problematic aspects in connection with the use of such a system should be considered.

• User training: When knowledge database software is in use, employees must be trained in how to use it. This always involves certain efforts. A special training program for knowledge database software needs to be developed and conducted. Not least of all, it takes time to train employees first so that they can then train other employees in the use of the software.

• Administrative effort: Knowledge databases only reach their full potential when they are always kept up to date. For this in turn, ideally several people from the respective departments should take care of adding information and generally managing it in the long term. Overseeing a knowledge base as a main admin can quickly become a full-time job depending on the size. The person responsible for the success of the knowledge database ensures that the instructions are correct, checks the feedback from the end users, analyzes usage reports, and organizes new or existing content from different departments. Depending on the size of the company and the number of users of the knowledge database, it may even be worth hiring special authors for the content.

Knowledge Management Software Comparison: What should you look for when selecting the best knowledge management software?

Knowledge management tools can look very different depending on their purpose. Those intended for internal use offer a different range of functions than those whose content is used by customers or external partners.

Accordingly, those interested in a knowledge management software comparison should first determine what kind of knowledge base they want to create: an internal knowledge database, an external knowledge database, or perhaps both?

• Internal Knowledge Database: A knowledge management system for internal information and procedures is most commonly used. Internal knowledge databases usually require login via a company email and password, which verify access authorization to the system. Companies use corresponding knowledge management tools to archive and provide repetitive tasks, business practices, and other important operational information.

• External Knowledge Database: External databases or related knowledge management systems are often hosted on a company's website or on a separate web presence dedicated exclusively to the knowledge database. Unlike internal knowledge bases, no registration is usually required here. Some knowledge databases are maintained exclusively by the company itself, others allow users to publish tips themselves or answer questions from other users. This creates a knowledge database to which the average buyer can contribute, which brings several opportunities.

• Hybrid Knowledge Database: While most knowledge management tools focus either on internal or external use, some products cover both areas. These programs therefore offer typical functions for internal use and external use. In this way, a cohesive knowledge database can be created. Whether with flowing transitions or clearly separated - with a hybrid knowledge management tool, users can host both internal and external information very efficiently on a single platform.

Once it is determined which type of knowledge database software is fundamentally needed, it is important to understand what it must be able to do or which requirements it must be able to meet. In this context, potential buyers should ask themselves the following key questions, which help narrow down their options:

• Do we need just a single knowledge database, or are multiple separate databases required, or how can the targeted tool handle multiple knowledge databases?

• How many people will write or update the content and thus need access to the program for the knowledge databases?

• Can the knowledge database software display content directly or does it need to be connected to a medium platform (knowledge database plugin, knowledge database integration)?

• Can the design of the knowledge database pages be individually adjusted and what abilities do users need for this?

• Is the software easy to use (without external help from professionals) and does it also offer optimal conditions for the typical end users of the knowledge database for easy application?

• Are analytics needed and what kind of reports should the knowledge database software provide?

Once these questions are answered, you're already farther ahead in the knowledge management tools comparison. Finally, of course, a closer look should be taken at the really needed functions. The following features should always be considered.

• Forums: Questions and Answers: Knowledge management software often provides forums where employees at various levels can exchange expertise and process information.

• Search function: A good knowledge management tool includes a search bar and/or categories, tags, and other aids that help users find the relevant content.

• Public and private exchange: A knowledge base can offer the option of conducting a conversation between certain participants privately or making it public.

• File viewing: Good knowledge tools store different file types (largely automated) and prepare them for viewing.

• Tagging and Links: Knowledge management software allows users to mark or link each other in information or comments. This facilitates the search and finding of important references.

• Upload: Users can easily upload office documents, photos, and various other file types from their personal devices in knowledge management tools.

• Comments: Knowledge tools allow users to leave notes or comments on various file types to be able to refer to them later.

• External knowledge upload: Sometimes external people can also add content to a knowledge database

What does Knowledge Management Tools cost?

Knowledge database software can cost between about €5 and around €400 per user per month. Two factors significantly influence the cost of a knowledge database tool: the range of functions on the one hand and the provision model - On-premise or SaaS - on the other.

As a rule, knowledge database software is purchased as an annual subscription. However, most providers of knowledge database tools are also given the option of renting the software per month. SaaSs usually prove to be the most cost-effective option. An on-premise program can sometimes be purchased once for a larger amount. If such a solution is then a knowledge database software with an open source license, this means the greatest flexibility for companies. They can customize the code as they wish here.

Knowledge database software can also be used entirely for free, but these knowledge database freewares then usually have very limited functionalities. They are hardly usable options for large, medium or even small companies.