Knowledge Base modules are supposed to be this repository for a given service, and this repository is supposed to provide all kinds of helpful Q&A-type articles to make using the service easier and more efficient. They’re typically intended to be a first-line support item, to be used by the end-user before calling customer support and bugging an operator or a technician with your problem or question. It’s a pretty nice idea – in theory.
Since his appointment as head of KM solutions at the BBC, he has jumpstarted collaboration and knowledge sharing among employees on a budget that would make most software vendors squirm.