Digital workplaces and Intranets are full of information locked away safely inside documents. I am frequently reminded that just because the information is documented, doesn’t mean people will actually use it. Policies are produced, an email is sent, and document is saved to the policy library only to be “forgotten” by the collective consciousness of the organisation. Out of sight, out of mind.

Making information accessible and consumable is part of the key to helping people do “the right thing”. It allows people to help themselves more frequently and reduces noise that occurs when people can’t find what they need.

In this video I demonstrate how to create FAQ content for SharePoint using Microsoft 365 Copilot in minutes.

SharePoint pages are a good way to help make this content more accessible, but it can be a big job. Someone must distil the document down, create guides, FAQ’s and knowledge articles. This all takes time and often falls into backlog of tasks with a low priority. We simply never get the time to create the content. HR sends another desperate sounding email reminding us of the policy. The email goes unread.

Part of the problem is timing. People only need the information in the policy when it applies to them. When can I take bereavement leave, isn’t something we need to ask every day, and we really don’t want to search Outlook for an attachment sent by HR last year.

This is where the Intranet can help. Firstly, it provides a place that employees can access to find the answers to common questions, when they need to know. Creating knowledge base articles and FAQ’s about common things, makes the content easier to find and consume. A thirty second read of an FAQ to get the key facts on a SharePoint page, is much easier than reading a lengthy policy document. Employees only need to read the policy if they want the full detail.

Copilot in OneDrive has a neat feature to generate FAQ content from a document. In the video you can see a couple of tips for improving the quality and tone of the FAQ’s in SharePoint.

Good FAQ’s should help answer the common questions employees are likely to have. Get feedback and update the content as you learn more about employee needs.

Don’t forget to review the FAQ’s before you publish. As with any AI generated content, there will be things that need improving and there could be inaccuracies. It is also important to have a regular review process to ensure they are still current. Setup alerts in SharePoint to send a reminder to review the page in 12 months time.

Do yourself and your employees a favour and create bite sized content that is easy to digest. Once you have done that, add bookmarks to the content in Search for common terms related to the content. Once you have some runs on the board and have provided the value, invest more time improving.

Remember, perfection is the enemy of progress. Small achievable steps!

Learn more and find other use cases on the Copilot Learning Hub.