Instead of a knowledge base, companies should be investing in a collaborative content hub that looks like this:
It includes the following capabilities:
Easy content capture. You should be able to flag information from any source (email, discussion forum thread, social media interaction) and kick it off to be included in your collaborative content hub.
Democracy. Everyone within an organization, and customers as well, should be able to recommend information to be included in the content hub.
Flexible authoring environment. You must be able to create and publish content without arduous workflows. Not all content should be subjected to the same workflows. Some content must be able to be published instantly, for example a service alert. Other content should be able to be routed through review or legal compliance flows.
Social content: Anyone who comes into contact with content should be able to rate and comment on content.