Search other Library databases that contain primary, scholarly information related to your topic to ensure that you are including the most valuable research in your review. The Web of Knowledge database allows you to track article citations, popularity of topics, major authors in a subject area, and much more.
By tracking the amount of times an article has been cited by other scholars you are able to see which article has had the most impact on a particular field of research. These high impact articles are what you want to include in a literature review or an annotated bibliography. Looking at high impact articles will also allow you to discern the authors that consistently publish high impact articles thus, major authors in the research field and journals that consistently publish high impact articles thus, major journals in the research field.
Next, select the letter 'W' and click on the link for Web of Knowledge. You will be directed to the Basic Search page for Web of Knowledge.
I kept my search open to 'All Fields. Searching my keywords in All Fields will search every one of these fields listed. However, if I wanted to narrow my search, I could select Topic and search within that specific field. Search results are organized by Relevance. However, if you're interested in viewing the highly cited articles, select the sorting drop-down menu and choose 'Citations: Highest First' as your sorting option.
Selecting this option will sort the results to highlight the articles that have been cited the most. See images below. Simply put, a knowledge base is a platform that includes a collection of questions, answers, guides, and documentation related to a product or service. Users are able to type a few words and find answers to common questions about the product.
There are also private knowledge bases. These are collections of documents you create as a resource for your teams. For example, you can create a private knowledge base for your customer support team to help them find answers to common questions much faster.
This involves waiting hours until you receive a reply to your email. Or waiting on-hold on the phone, jumping from one support representative to the next. Knowledge base systems are a great solution to this decades-old problem. It provides a convenient self-help service to users.
More importantly, it helps save businesses lots of resources otherwise spent answering common user questions. Another benefit of making a knowledge base is discoverability. A knowledge base gives your business a huge boost in SEO to rank well on Google.
You can rank for search terms like questions related to your product using your knowledge base articles as well. Start by making sure your KB software supports these features. One of the main features of an effective knowledge base is the search box.
Users need to be able to search for articles and guides on your knowledge base to find solutions to their problems. As a result, a properly functioning search system provides is a must-have. When building a knowledge base you should always put users first. Being able to easily create all these types of content using a simple and easy-to-use back-end system will go a long way to serve your customers better.
With lots of knowledge articles in one database, you could easily get lost while updating and adding new content. A simple archive and categorization system help keep the entire knowledge base organized. As well as make it easier to browse. Sometimes when sharing knowledge through an article you need to include additional downloadable content in your guides and posts. Like PDF files, templates, video files, etc. If your knowledge base system supports file attachments you can attach these additional files directly in the articles.
A great way to improve your knowledge base is to get feedback from users. A simple thumbs-up system is more than enough to learn if an article in your knowledge base was helpful to users or not.
With analytics, you can learn which knowledge base posts perform better and which creates more bounces. This will allow you to keep improving your knowledge base and create more helpful guides.
KnowAll is our best selling theme that allows you to build a fantastic knowledge base on your WordPress site without any coding knowledge. KnowAll is a theme built for WordPress. WordPress is a free platform you can use to build all kinds of websites, including complex knowledge bases.
The KnowAll theme will add all the functionalities you need to build a well structured knowledge base. Plus by adding plugins to your WordPress site, you can add new features, functions, and integrate third-party apps with your knowledge base in just a few clicks. KnowAll has a beginner-friendly user interface, simple category management, and a great customizer to align the design of your knowledge base with your branding. Setting up a knowledge base website using WordPress is really easy.
You need to start by hosting your website. Compared to other cloud-based knowledge base systems, this is much cheaper. Some hosts offer to install WordPress for you. Once you have WordPress setup and installed, you can then get a WordPress theme and a knowledge base plugin to turn your WordPress installation into a complete knowledge base system.
WordPress is completely free to download and use forever. However, you still need hosting, a theme, and a knowledge base plugin to setup a knowledgebase system.
Document is an extremely simple software designed for doing nothing but creating well-organized knowledge base platforms. The software is trusted by many leading brands such as Microsoft and Harvard University as well. The cloud-based app features a beautifully minimal and clean user interface for making both private and public knowledge bases. It also includes an easy-to-use markdown editor. Document features a very beginner-friendly setup process. And it provides tools to serve both content creators and customer support, representatives.
To setup your knowledge base using Document all you need to do is signup for an account. Secondly, provide an email address or phone number for customers to provide further feedback or ask additional questions. You'll only know if your knowledge base is working if you ask the people who you're creating it for — your customers.
When you scroll further, you see the crazy breadth of topics they cover here. Good mix of images, video, and text as well. You can also see that they frequently link out to other helpful sources within the body content as well as on the sidebar.
This helps users find solutions to related issues. Through experimentation, we questioned common assumptions about how knowledge programs should work and explored search-first vs. What we have today is a knowledge base that not only helps customers answer support questions easily, but also serves as a competitive differentiator in the market.
When you have a question about Optimizely or optimization, even if you're coming in through organic search, the knowledge base is often the first stop. This builds our customers' and prospects' trust, and shows that we're experts in the field of experimentation. I like the visually prominent search bar and the clear topic categories.
In addition, you can see a visually prominent sidebar module to sign up to get faster service, as well as a less prominent module to contact them for support as a last resort, presumably. When searching, it also helps to have a good autocomplete system to suggest possible questions your user may have.
SurveyMonkey has this feature and I can only assume the suggestions are ordered by popularity or some sort of context or they should be, at least. Finally, when you do click into a knowledge base article, the design is still great, and you get the information you need.
More notably, look at the highlighted topic category and navigation breadcrumbs — you know exactly where you are on the site. Within the article, SurveyMonkey also links to product features like survey templates. This can be helpful to get the user started as well as to simply get them to use the product. The only thing I can think that they could add is some sort of feedback mechanism to see whether or not an individual article is actually helpful or how it may be improved.
The next knowledge base example we have here does a great job of capturing and utilizing feedback. The cool thing is that Microsoft has clearly done its research and analysis and has built the knowledge base homepage to reflect top user concerns. They also offer trainings and higher-level education on Microsoft Excel. The actual knowledge base article itself is readable, scannable, and helpful. You can jump to specific sections, and they also link out to related content frequently in case you're not in the exact right place.
Finally, they give you the chance to rate the quality of the article on a binary scale. This helps them measure effectiveness and optimize knowledge base articles as needed. As such, our knowledge base contains a bunch of different elements, including documentation for developers, designers, and general users , training online, consulting, and classroom on a variety of topics , certifications, and a huge variety of community features like forums, case studies, a customer blog, and more.
Because of the large variety of customer education features, we 1 put a lot of emphasis on our navigation structure and 2 include a prominent search bar feature. According to Lauren Pacifico, a technical writer at HubSpot who works on the knowledge base As creators of those resources, the goal for us is to provide clear, concise information to our customers so that they can find the answers they need quickly and get back to getting things done. Our next example comes from a user experience and conversion optimization powerhouse, Decibel Insight.
Their product has many distinct features, so their knowledge base is organized by each function:. They also maintain a strong searchability factor on their knowledge base homepage, with a prominent search bar. Just in case you can't find your answer by searching or by scanning, you can raise a support ticket or contact the company at the top right hand of the page. Everything is clear, intuitive, and lacks clutter and complexity:.
Looking at the actual knowledge base articles, you'll see Decibel Insight often uses a combination of thorough text instructions and visual video-based education. This maximizes for both dinstinct learning style and the SEO benefits of thorough how-to text:. They also have a status indicator that updates in real time to let you know if there have been any technical incidents.
Some of their articles are comprehensive and educational, others are more straightforward and feel like scaled out customer support articles. They read like simple FAQs, which, depending on the context, may be just what you're looking for.
Moz is a stellar example of using knowledge base content not simply for reactive customer support, but for proactive customer education as well. They even refer to their knowledge base as a "learning center," which shows you how they're framing their efforts. This is different than most knowledge bases, in that it's not explicitly product focused. It's not about what Domain Authority means or how to find it in the tool.
It's about SEO more generally and how to excel at the dark art. The rest of the learning center continues on this way, with lessons in many different facets of SEO. Finally, you get to a point where you can get product specific content. This breaks down further into different knowledge base sections, such as support community , their outstanding blog, and a video-based academy.
Here's an example lesson from their academy:. Any given product-based help article is high quality, and it includes a variety of teaching styles — step-by-step text, images, video.
They're comprehensive and it's hard to imagine walking away without finding your answer. So here are a few ideas:. Generally speaking, you want to cover real objections and questions customers may have not ones imagined by your branding or SEO team. Ecommerce companies need to worry about customer success and retention , too. Death Wish Coffee does this well :.
As a result, there is now a variety of knowledge base tools and software for companies of any size or stature. Options range from knowledge base software and FAQ software all the way to enterprise solutions. First, if you can rig up your CMS software to serve the purpose of a knowledge base, that may work alright for you.
With this, you simply need to install the plugin, add categories, add articles, and choose a page where your knowledge base will be accessible. Further instructions for building a knowledge base on WordPress can be found here. Some questions that may help you choose could be:. Building a knowledge base can help you scale out your customer support and customer success efforts — without having to add new customer support staff.
As such, it can help you reduce costs, improve customer satisfaction , and boost the ROI of your customer success organization. In addition, it can help you to focus more on proactive efforts such as customer education and empowerment instead of simply reacting to support tickets. This shift can be a huge organizational win. There are many ways to build an effective knowledge base, but it all boils down to answering important and frequent issues that come up with customers.
HubSpot is releasing knowledge base software in Get notified when it's ready for action. Logo - Full Color. What Is a Knowledge Base? Source A knowledge base allows you to create self-service customer support content around recurring topics, issues, and themes.
How to Create a Knowledge Base.
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