I'm here to ask for some feedback on which way to proceed to make a web based knowledge base.

a little history here. I work as a Desk Top Support person in a pretty darn large enterprise.
I've found out over the last 6 months or so that we really have no knowledge base per say.

we have some word docs that are in a directory on a server an even then i still find some documents scattered in other directories that I swear you would never look for them there.

What I'd like to do is set up a web based knowledge base.
All our help documents and documentation on set up and everything else you could image could be managed there.

It at least makes sense in my mind I hope it does in other too.

As it stands now when I have a question about something I most often have to call one of my co-workers in another state and see if they've ran up against the same issue.

I'd really like to have a place where all these questions and answers are held and all of us can actually enter in the problem and fix.

So, what do you all think?
Can you tell me what I should look at first.
any links or books or anything would be great.

Thanks
Doug

databases ??? mysql or something similar?? thatway, any articles can live in the same place and any of the people/users who might need access the help would just have to be able to query it.

I know absolutely nothing about all that sort of stuff, and would suggest that it would be quite a big "thing" to accomplish.

regards

John

I used to work at one place where we had a knowledge base that was viewed as webpages, the big draw back to the way they had it was it's was really hard to find an answer to the question. It was like search engine they used or whatever had to almost be exactly what the title to the article was. Which was a pain in the ass becasue sometimes you would word something different than the person would.

I think a database would proably be the way to go too.

Try a CMS system - I'm personally fond of Drupal thanks to its clean code and logical approach (not to mention excellent performance). Thanks to the search function you may be able to get by with either the book or blog - or even forum - feature.