Healthcare organization Thebes saves time and irritation by making documents easy to search

Employees were not always able to find the answer to their question in the document management system (iDocuments). By using the knowledge base, employees can easily find their answers on the intranet. How does that work? Els de Boer, project manager at Thebes, explains more.

This interview was previously published in the ebook”7 steps to a successful social intranet”

What was the reason for looking at a social intranet?

In addition to the fact that our previous intranet offered few opportunities for interaction, the organization was also divided into different islands at that time. There was a need for connection to bring people and information together. Now we use the intranet, among other things, to ask for the opinions of employees.

For example, through a poll, we asked what annoyances they experience in their daily work. Having trouble finding the right information ended in a top five annoyances. Employees were not always able to find the answer to their question in our document management system (iDocuments). We decided to do something about this.

To make information available in an accessible way, you work with the knowledge base. What is the knowledge base?

The knowledge base provides short and concise answers to the most frequently asked questions in a topic, such as “Palliative Care”, “Wound Care”, “Vacation and Leave”. Because the knowledge base can be accessed via our intranet, it can be accessed on any device, at any time, and anywhere. For each topic, there are references to relevant documents, such as protocols and forms. The content experts are also visible per topic, so that an employee knows who has more knowledge.

The knowledge base was put live in January 2017. We started with 5 pages and gradually it has expanded to 45, and new requests are still being added.

Why did you start using the knowledge base?

Our employees work on location, at clients' homes or in a residential care center. If they have a question while working, they want to find the right answer quickly. They don't have time to look up and read through a document. We were looking for a way to make the information available easily and in a user-friendly way. And we wanted to connect iDocuments and our intranet.

Embrace showed us the knowledge base. By translating the documents from iDocuments into “Our appointments” and “Frequently asked questions & answers” on the intranet, the employee finds the right information much faster. This approach really appealed to us and was in line with our needs.

How did you set up the knowledge base?

Sounding Board Group

For implementation, we have put together a project group and a sounding board group. We did not have a strict step-by-step plan beforehand, but we did have an idea of the actions that were necessary. We started formulating the principles. For example, that all information about one topic had to come together.

Each knowledge base page has the same design and layout, and there are 2-3 content experts per topic, who together own the content of the page. In addition, we found it important to make clear agreements about management and to keep the information on the knowledge base up to date.

Copywriter

We have chosen to have the texts of the pages written by a copywriter. She has tailored the language use to the employees. This way, we can be sure that the texts are not too complicated and can also be understood by a “non-expert”. In the sounding board group, we tested the layout of the page, the design, the use of language and which topic should be created first.

How do you like using the knowledge base?

We get a lot of positive feedback from employees. They are particularly pleased that all information on one topic is now bundled. This way, it remains organized for them.

Employees also really like the layout of the pages based on frequently asked questions. The awareness of the knowledge base could be better, but we are working on that. Enthusiastic users of the knowledge base are the best ambassadors for this!

How does knowledge base management work?

This is a very important point. Indeed, one of the principles is that the information on the knowledge base must always be up to date. This includes the information on the page itself, but also the documents attached to the page. When it comes to management, we have various roles:

• The content expert is solely responsible for the content of the page. These are often healthcare providers who are experts in a specific area. The content expert takes ownership of his or her page and makes sure it stays up to date. We have now organized a number of workshops for content experts about their role and its importance. Most people feel very responsible for 'their' subject.
• The content manager ensures that the information is published. He or she places the text in the application and adds changes.
• The Overviewer monitors the knowledge base as a whole. This role is fulfilled by the quality and safety advisor, who is the 'owner' of the knowledge base page after the project period.
• The copywriter formulates the content of the content expert in an accessible text. He or she sits down with the content expert when a new page is under development. There, we will discuss what the frequently asked questions are and what, for example, policy agreements are. This gives the copywriter a better sense of what to pay attention to.
• Furthermore, there is a editorial board that follows the development of the topics and the knowledge base. This includes quality and safety advisor, content manager, communication advisor

Employees can come up with their own ideas for new topics. And that also happens regularly, which we are very happy about. This is then coordinated with a few stakeholders. Among other things, we will check whether there is overlap or connection with a similar page. When a new topic is chosen, we first look for content experts. Together with the copywriter, they then determine the content of the knowledge base page.

Do you have tips for organizations that also want to get started with the knowledge base?

1. A sense of commitment in the organization (governance, budget, management) is very important. Explain how the knowledge base (or intranet) is a solution to an existing problem or annoyance.
2. Involve a group of employees in the project, for example in the form of a sounding board group. You'll get quick feedback and helpful tips and suggestions. Employees also feel heard. Make clear agreements about management (functional & content) and arrange ownership.
3. A new intranet or further development is often related to a cultural change. Employees must therefore be encouraged to change their behavior. Only then is it a success. Also, make sure you clearly communicate how the intranet can make employees' daily work easier and more fun, in order to encourage use. This is a long process that requires a lot of energy and effort, but it ultimately pays off.