Building a Rockstar Knowledge Library Team

Learn how to select the right team for the job, onboard contributors and maintain quality control.

If you haven’t yet, take a few minutes to go through the 5 Amazing Ways to Use Knowledge Library and Building the Perfect Knowledge Library (For You) guides before diving into this guide.

Once you’ve decided on what you’ll be using your Knowledge Library for and planned out your categories, it’s time to start building your Knowledge Library team.

In the first part of this guide you’ll learn about the different roles and levels of access you can assign to members of your Knowledge Library team. After that, we’ll get into some tips on making sure things run smoothly, even when your team is large.

Building Your Team

Building Your Team

Understanding Knowledge Library Roles & Permissions

Understanding Knowledge Library Roles & Permissions

If you already feel confident in your understanding of the different Knowledge Library access roles, feel free to skip to the Waterfalling Permissions section below.

Knowledge Library Roles

Knowledge Library Roles:

System Admins can:

  • Do anything a Knowledge Library admin can do (see below)
  • Assign users the System Admin and Content Moderator roles, both of which can manage Knowledge Library
  • Create (and assign) a custom Knowledge Library admin role to people so they can manage your Knowledge Library too.

Assigning Knowledge Library admin role

Knowledge Library Admins (Content Moderators and anyone with the admin permission to "create, edit and share Knowledge Library content") can:

  • Do everything category editors can (see below)—across all categories of your Knowledge Library
  • Manage the Knowledge Library homepage, including:
    • Uploading or changing cover photos
    • Reordering categories (and any subcategories within them)
    • Editing header text
    • Changing priority categories
    • Adding or removing quick links
  • Create, edit, and delete any category or subcategory
  • Assign the category editor or category viewer permission to any user in your Workplace instance

Category editors can:

  • Do everything a category viewer can do in that category (see below)
  • Edit the category landing page
  • Create, edit, delete, or reorder its subcategories
  • Access usage stats for the category or any of its subcategories
  • Access version history for the category or any of its subcategories
  • Assign category editor or category viewer permissions in that category

Assigning category editor role

Category viewers in a particular category can do the following:

  • View content in that category and any of its subcategories
  • Report content
  • Like, react, comment on, or share the category or any of its subcategories in Workplace groups.

Assigning category editor role

Waterfalling Permissions

Key Concept: Waterfalling Permissions

When someone is given a role in Knowledge Library, their access always flows down. It never stops or flows up.

  • Making someone a Knowledge Library admin, for example, gives them full control over the Knowledge Library homepage and every individual category and subcategory within it. They cannot be excluded from any specific category or subcategory, nor can they be excluded from controlling any individual part of the Knowledge Library homepage. For this reason, you should limit the number of Knowledge Library admins you have on the team.
  • Category editors and category viewers, on the other hand, are always added at the category level. And their permissions flow down into all of that category’s subcategories. This also means that category editor and category viewer can never be added to—or excluded from—specific subcategories. The only way to exclude them from a specific subcategory is to delete it or remove them from the entire category.

The Knowledge Library side nav, showing a category called Career Opportunities and the subcategories within it.

Create Your Roster of Knowledge Library Admins and Category Editors

Create Your Roster of Knowledge Library Admins and Category Editors

Now that you know about the roles, it’s time to pick out your Knowledge Library admins and category editors.

Selecting Your Knowledge Library Admins

Selecting Your Knowledge Library Admins

Keep your Knowledge Library admin team on the small side. Your existing System Admins and Content Moderators are usually enough to manage your Knowledge Library. But if you need a large team of people to manage content across various categories, you can create a custom Knowledge Library admin role and assign it to a few key people.

What Knowledge Library admins are for:

  • Working with stakeholders to create new categories and to assign category editors to them
  • Keeping the Knowledge Library homepage up to date and organized
  • Enabling, and otherwise supporting, category editors
  • Ensuring your Knowledge Library policies and procedures are being followed

Selecting and Assigning Your Category Editors

Selecting and Assigning Your Category Editors

Each category should have one category editor who is responsible for that category as a whole. They can then decide to add more category editors if they need help building out the content.

What category editors are for:

  • Managing the overall design and planning of subcategories within a particular category
  • Managing the actual creation of subcategories within a particular category
  • Managing and assigning the category viewer permissions for a particular category

Tips for Managing Your Knowledge Library Team

Tips for Managing Your Knowledge Library Team

Managing a Knowledge Library team is generally straightforward, but there are a few things you may want to plan for to make sure everything runs smoothly.

Teams of Any Size

Teams of Any Size

Create a Knowledge Library Team Group

The best Knowledge Libraries are those with a team of people building robust content. Give your Knowledge Library team a place to make category requests, get answers to their questions and get advice on building great content. It’s also a place where you can link to some short training (see below), post any guidelines you have and can keep everyone up to date on new Knowledge Library enhancements.

Enabling Your Knowledge Library Admins and Category Editors

Making sure your Knowledge Library admins and category editors have had some basic training which will make everyone’s life a bit easier. Don’t worry, the training is pretty quick.

Have Knowledge Library admins go through the short Help Them Know All The Things learning path in the Workplace Academy so they’re comfortable with the tool. Likewise, have your category editors take the very short, but very useful, Category Editor Basics class.

And if you have any policies in place (see below), just make sure they all have a chance to read those as well.

Larger Teams

Larger Teams

Short Content Publishing Guidelines

If you have a larger team of Knowledge Library admins and content editors building out a robust Knowledge Library, then you may want to set some quick rules on publishing:

Assigning category viewers:
It’s great to have a lot of categories, but they shouldn’t all be visible to everyone in the organization. Encourage your category editor to tailor their category viewer audiences as narrowly as they can. If they feel their category should be available to the entire organization, let them know they should check in with a Knowledge Library admin first.

Generating notifications:
When someone on your Knowledge Library team publishes a category or subcategory, they will be given the option to generate a notification for the category viewer. Most of the time that’s the right thing to do. But when it comes to content that’s being made available to the entire organization, you may want to set the expectation that they get approval from a Knowledge Library admin before generating a notification for every single one of your Workplace users.

What Comes Next

Make sure you have your Knowledge Library admins take the Help Them Know All the Things learning path in the Workplace Academy. Meanwhile your category editors should take the Category Editor Basics training in the Academy as well. It won’t take more than a few minutes, but it will really help get them comfortable.

If you’re thinking about using the API, check out our API guide here.

And if you just want to get connected with other people who have not only built out Knowledge Libraries themselves but who have done some amazing things in general with Workplace, join our Chief Workplace Officers multi-company group.