5 Amazing Ways to Use Knowledge Library

Discover how others use Knowledge Library and build the right content plan for your organization.

Still need to get a basic sense of how Knowledge Library works? Check out Help People Know All The Things in the Workplace Academy.

Already know what you want to use your Knowledge Library for but want some help designing it? Skip to our Guide on Creating the Perfect Knowledge Library (For You).

Workplace's Knowledge library can be used for a lot of things, your job is to figure out what it should be doing for you. In this guide you’ll first be introduced to the 5 amazing things organizations do with Knowledge Library, and then you’ll answer a few key questions to help you figure out which of those makes the most sense for your organization.

How Other Organizations Use Knowledge Library

There are a lot of ways to use your Knowledge Library, but having a healthy mix of the examples below guarantees that your Knowledge Library will have a big impact on your organization.

1. Official Organization/Company Resources

1. Official Organization/Company Resources

A Knowledge Library category called Coverage Basics

This is a must-have for most organizations, and it’s typically where things like HR, communications, safety, and onboarding content lives. This content is generally made visible to everyone in the organization, and each “topic” (referred to as a category in Knowledge Library) usually has a single team or department responsible for building out its content.

This often includes things like:

  • Benefits/policies information
  • Organization mission and values
  • General onboarding content
  • Travel & expense policies
  • Official diversity & inclusion resources
  • General safety information
  • Annual performance reviews & career mobility resources
  • Employee newsletters

While this is a great place to start with your Knowledge Library, it’s not a great place to stop. There is so much more you can and should do with your Knowledge Library. So keep reading.

2. Tool and Process Guides

2. Tool and Process Guides

a Knowledge Library category called Tool and Process Guides with subcategories for Help Desk, marketing asset requests and legal review procedures.

Think of this as creating self-serve content, like FAQs and guides, for important tools and processes. These tools and processes are typically owned by a single team or department, and it will be their job to build out this content.

While Knowledge Library categories can be limited to very specific parts of the organization, this content is usually relevant to enough of your organization that it would make sense to make it available to everyone.

This often includes things like:

  • Setup guides for IT tools and equipment
  • Information on what requires legal review and how to request it
  • How to request assets from the marketing team
  • New user guides for Workplace
  • How to submit a support ticket
3. Themed & Cross-Functional Resource Hubs

3. Themed & Cross-Functional Resource Hubs

Return to office category

These hubs (i.e. categories) are perfect for situations where it makes sense to centralize a large set of resources (often created by multiple teams) in one place based on either a specific topic or a particular audience. It’s common for multiple teams and departments to have editing access to the same hub.

So you might create a Part-Time Employee Resource Hub that only part-time employees can see, or you might pull all of your remote work resources into a single Remote Working Resource Hub that everyone can see. Read below for more great examples.

This often includes things like:

  • Remote Working Hub
  • Return to Office Resources
  • Wellness Hub
  • Field Agent Hub
  • Call Center Staff Hub
  • People Manager Hub
  • Employee Academy Hub
  • Specific Product/Feature Resource Hubs
  • 4. Team and Department Resource Hubs

    4. Team and Department Resource Hubs

    Return to office category

    Knowledge Library lets you consolidate team and department resources in a space that's only visible to team members or select cross-functional collaborators.

    Usually, you would create this hub yourself and then let the team or department leader take over building out the content. Since you can easily ensure only members of the team or department can see the resources, you don’t have to worry about cluttering up Knowledge Library for everyone else.

    This often includes things like:

    • Team/department-specific onboarding resources
    • Tool guides specific to a particular team/department
    • Cross-functional hubs maintained by a team/department to serve a narrow set of collaborators and stakeholders
    • Internal team/department processes

    5. Employee-Led Community & Social Group Resource Hubs

    5. Employee-Led Community & Social Group Resource Hubs

    Inclusion@ group category

    Knowledge Library and Workplace groups work very well together. If you have some particularly active communities or social groups in your organization, you may want to consider giving their Group Admins a designated space in Knowledge Library to curate resources for, and from, group members. Not only does this help your communities highlight particularly important information for their members, it also gives you an easy way to keep official organizational content and employee-generated content in separate places.

    It’s easy to restrict Knowledge Library content to membership in a specific group, so this content will only be visible to the right people.

    This often includes things like:

    • Resources for homeschooling your children for your Parents@ group
    • Links to Black History month celebrations around the world for your Black@ group
    • Links to industry specific conferences for women for your Women@ group
    • Resources specifically for LGBTQ families raising children for your Pride@ group

    What Your Knowledge Library Should Do

    What Your Knowledge Library Should Do

    The next step is to figure out which of the uses of Knowledge Library above makes sense for you and your organization. That means understanding where your knowledge content will live and the needs of the audiences you’re building for.

    Below are two basic, yet critical questions to ask yourself along with recommendations and key considerations based on your answers. Don’t feel like you need to read all of the answers. You can focus on just what’s relevant to you.

    Question #1: Where does your current knowledge content live?

    Question #1: Where does your current knowledge content live?

    To help you figure out what should—and shouldn’t—be in your Workplace Knowledge Library, you first need to get a sense of where all of your knowledge content lives now and where you want it to live after you’ve rolled out this new tool.

    Click on each answer below that applies to you for some tips and considerations:

    Content currently lives on other tools

    If content currently lives in a formal intranet/wiki/Sharepoint site/etc dedicated to this kind of content

    If you’ve already got a formal knowledge library hub of sorts, then you need to figure out how you’ll handle the relationship between it and your new Workplace Knowledge Library. If you don’t, then you can skip this part.

    There are three ways to go about this:

    1. Keep your existing tools and mirror your content into Workplace Knowledge Library
      • If some members of your organization can't access your existing tools but can access Workplace, you should consider using the API to sync relevant content into your Workplace Knowledge Library.
      • If you are thinking about improving Workplace adoption or reaching your people where they are, consider using the Knowledge Library API to sync content from existing tools into your Workplace Knowledge Library.
    2. Migrate your existing content into Workplace Knowledge Library
      • If your existing system is too complex or unwieldy for content creators and consumers, you should consider replacing your existing tools by migrating content into Knowledge Library using the Knowledge Library API
    3. Split content between both tools
      • Decide which content should live in your existing knowledge tools and which content should live in Workplace Knowledge Library. Have a clear idea of what goes where and why, and make sure you communicate that clearly to employees.

    If content lives in Workplace Groups

    If content lives in Workplace Groups

    The good news is that your organization already knows to go to Workplace for important information and valuable resources. Building out your Workplace Knowledge Library will make Workplace that much more useful to them.

    Be sure to make it clear to people what kind of content should be created in Knowledge Library and what kind of content should be created in Workplace Groups:

    • In Knowledge Library: Content that doesn’t change often (or which changes on a very predictable schedule) and that has a long shelf life should probably start in Knowledge Library. Think employee handbooks, travel policies, IT guides, and team/department onboarding materials. Don’t worry, they can later be shared out into Groups, added to a Group Learning tab, or linked within pinned posts.
    • In Workplace Groups: One-off files, resources with short shelf lives, and resources that are particularly niche should probably start in Workplace Groups. Think quick one pagers, slide decks that someone made for a few other people, and FAQs for important—but not critical—announcements. You can always link to that content in particular Knowledge Library articles later.

    Content is spread out among various tools

    If content is spread out among various content tools and user hard drives

    Content that’s spread out, hard to find, or that’s living on one particular person’s computer isn’t doing anyone any favors. It also tends to be a symptom of larger problems. Maybe people really don’t like your existing knowledge tools. Maybe it’s not flexible enough for them to create content that they—and the people around them—really need. Maybe creating and editing content is just too painful.

    Regardless of what’s going on in the background, this is a flashing red sign that it’s time to move knowledge content into a single place that’s easy to access and where it’s easy for people to build content based around their needs. The good news is that’s really where Workplace Knowledge Library shines. So you’re on the right track.

    Question #2: Who are your audiences?

    Question #2: Who are your audiences?

    When it comes to your Knowledge Library, you can’t separate out the “who” from the “what”. Different audiences have different content and access needs. In addition to figuring out what your organization’s needs are as a whole, there are a few specific groups whose needs you may want to take into consideration:

    • People in the field
      • Often need to access content on mobile devices and thus need a mobile-friendly tool like Knowledge Library
      • May benefit from Resource Hubs tailored specifically to them and their needs
    • People who can’t access your existing knowledge content
      • Look for people who don’t have VPN access or who aren’t generally given accounts in your current knowledge tools
      • All they need is a Workplace account to access Knowledge Library
      • Will almost always benefit from specific Resource Hubs tailored to their needs as an audience
    • People managers
      • These people are central to your Workplace and Knowledge Library adoption
      • Consolidate resources specifically for people managers in Knowledge Library
      • Give each manager their own space to build out resource hubs for their teams and departments
    • New hires
      • Centralize your general onboarding resources in a New Hire resource hub, and introduce them to Workplace from day one
      • May need to create specific hubs for different types of employees (agents, line managers, contingent hires, interns, etc)
    • Employees by region
      • Often have different benefits and policies in place depending on where they are
      • May require content in specific languages
      • Regional content can either be interspersed with general, non-regional content or pulled into region-specific resource hubs

    What Comes Next

    Now that you have an idea of what you’d like to use your Knowledge Library for, it’s time to start developing a plan and building out content.

    If you feel like you need more background on the basics of how Knowledge Library works, be sure to visit the Help People Know All the Things Learning Path in the Workplace Academy, or read the Knowledge Library Fundamentals guide.

    Otherwise, get yourself started on the planning and building by reading our Building the Perfect Knowledge Library (For You) guide.