How do we organise knowledge so employees get clearer answers?

Structure the Knowledge Base around employee questions, owners, and plain language so Harriet cites the right material.

Employees get better answers when your Knowledge Base mirrors how people ask questions, not only how HR files compliance PDFs.

Use employee language in titles

Name documents the way someone would type in chat: “How do I book annual leave?” not “AL policy v7 final_FINAL.”
Add a short summary in the console so admins and Harriet can tell documents apart.

One owner per document

Assign someone who will update the doc when payroll, law, or process changes.
Out-of-date content is the top cause of contradictory answers.

Chunk large policies

Split long PDFs into topic sections (leave, expenses, conduct) when possible, each with clear scope in the title.

Example

Replace a single “HR manual” upload with Leave, Benefits, and Travel articles. An employee asking about trains finds Travel without wading through parental leave.

Guardrails

If two documents answer the same question differently, employees will see confusion—resolve overlaps intentionally.
Restrict sensitive chapters with groups (see IT guidance on limited audiences) rather than hiding everything in one giant file.