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Section 4 - Discovering Your Knowledge Domains

KNOWLEDGE VISIBILITY WEBSITE WORKBOOK

Chapter 4

Discovering Your Knowledge Domains

Every organisation has knowledge.

Some of it is written down.

Some exists in presentations, reports, manuals, proposals and training material.

Some exists only in the minds of founders, employees, experts, technicians, salespeople and field teams.

A conventional website usually organises information around the organisation itself:

• About Us

• Products

• Services

• Departments

• Contact Us

A Knowledge Visibility Website must go further.

It should also organise information around the subjects that customers want to understand.

These broad subjects are called Knowledge Domains.

A Knowledge Domain is a major area in which the organisation:

• Has useful knowledge

• Has practical experience

• Regularly answers questions

• Solves problems

• Creates content

• Offers products or services

• Wants to build long-term credibility

For example, an agriculture organisation may work across:

• Soil Health

• Water Management

• Seeds

• Crop Nutrition

• Pest Management

• Farm Machinery

• Post-Harvest Management

• Farm Economics

A food business advisory organisation may have Knowledge Domains such as:

• Food Product Costing

• Ingredients

• Processing

• Packaging

• Food Safety

• Pricing

• Distribution

• Business Operations

These are not merely menu headings.

They become the main shelves of the organisation’s digital knowledge library.

This chapter will help us identify, name, organise and prioritise those shelves.

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4.1 What Does the Organisation Know?

Content Need

Please identify the main subjects in which the organisation has knowledge, experience or practical understanding.

Guidance Note

Do not limit the answer to what the organisation currently sells.

An organisation may know much more than it commercially offers.

Knowledge may come from:

• Technical expertise

• Years of fieldwork

• Repeated customer problems

• Product development

• Research

• Training

• Consulting assignments

• Failures and corrections

• Supplier experience

• Regulatory work

• Community engagement

• Local knowledge

• Traditional knowledge

• Data and records

• Internal systems

Please List the Subjects You Understand Well

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10.

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Which of These Subjects Are Based Mainly on:

Subject	Field Experience	Technical Study	Research	Customer Work	Traditional Knowledge
☐	☐	☐	☐	☐	☐
☐	☐	☐	☐	☐	☐
☐	☐	☐	☐	☐	☐
☐	☐	☐	☐	☐	☐

Mentor’s Note

Do not underestimate practical knowledge merely because it has not been published.

If the organisation has solved the same problem fifty times, that repeated experience is a knowledge asset.

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4.2 What Questions Do People Ask You About?

Content Need

Please identify the subjects on which customers, colleagues, partners or industry contacts repeatedly seek your advice.

Guidance Note

People often reveal an organisation’s true Knowledge Domains through the questions they ask.

For example:

• “Which irrigation system is right for my farm?”

• “Why is my food product costing too high?”

• “Can this product be made without preservatives?”

• “How do I start a rooftop garden?”

• “Which green career suits my education?”

• “How do I price my consulting service?”

Repeated questions indicate areas where the organisation is already seen as knowledgeable.

Please List the Main Subjects People Ask About

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Which Questions Are Asked Most Frequently?

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Which Questions Require the Most Explanation?

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Which Questions Are Rare but Very Important?

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Which Questions Do You Answer Better Than Most Others?

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4.3 What Problems Have You Solved Repeatedly?

Content Need

Please identify the recurring problems the organisation has learned to solve.

Guidance Note

Knowledge Domains often grow from repeated problem-solving.

A subject becomes a strong domain when the organisation has:

• Seen the problem many times

• Understood its causes

• Tried different solutions

• Observed what works

• Recognised common mistakes

• Developed tools, methods or guidance

Please Complete

Recurring Problem	Who Faces It?	What Have You Learned?

Which Problems Have You Solved Across Different Locations or Customers?

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Which Problems Have Helped You Develop a Method or Framework?

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Which Problems Still Require More Learning?

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Mentor’s Note

A Knowledge Visibility Website should not present every subject with equal confidence.

Some areas may be mature expertise.

Others may be emerging knowledge.

Both can be included, but they should be presented honestly.

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4.4 What Knowledge Exists Inside the Organisation?

Content Need

Please identify where useful knowledge currently exists.

Guidance Note

Knowledge is often scattered.

It may be hidden inside:

• Founders’ memories

• Employee experience

• Customer emails

• WhatsApp conversations

• Training presentations

• Proposals

• Reports

• Spreadsheets

• Product manuals

• Standard Operating Procedures

• Photographs

• Videos

• Case records

• Meeting notes

• Research papers

• Old website pages

• Social media posts

Before building a new knowledge structure, we should understand what already exists.

Please Complete

Knowledge Source	What It Contains	Who Controls It?	Is It Organised?
Founder			☐ Yes ☐ No
Employees			☐ Yes ☐ No
Reports			☐ Yes ☐ No
Presentations			☐ Yes ☐ No
Website			☐ Yes ☐ No
Social Media			☐ Yes ☐ No
Videos			☐ Yes ☐ No
Customer Records			☐ Yes ☐ No
Other			☐ Yes ☐ No

What Valuable Knowledge Exists Only in People’s Minds?

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What Knowledge May Be Lost if It Is Not Documented Soon?

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What Knowledge Is Already Well Documented?

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4.5 Products, Services and Knowledge

Content Need

Please connect the organisation’s products and services with the knowledge behind them.

Guidance Note

Products and services should not stand alone.

Every offering is usually supported by knowledge.

For example:

Product: Organic potting mix

Knowledge behind it: Soil structure, plant nutrition, water retention and container growing

Service: Food product costing

Knowledge behind it: Raw materials, processing losses, packaging, overheads, distribution and pricing

Service: Internship programme

Knowledge behind it: Career readiness, workplace behaviour, learning by doing and employer expectations

Please Complete

Product or Service	Knowledge Required to Understand It	Customer Questions Around It

Which Products Need More Explanation Before Customers Buy?

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Which Services Are Difficult to Explain in One Sentence?

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Which Offerings Depend Most Strongly on Trust and expertise?

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Content Note

Knowledge should help the customer understand the need before the website asks them to buy.

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4.6 Broad Subjects and Narrow Topics

Content Need

Please distinguish between large subject areas and smaller topics.

Guidance Note

A Knowledge Domain should be broad enough to contain many useful topics.

For example:

Knowledge Domain: Soil Health

Possible topics:

• Soil testing

• Soil texture

• Organic matter

• Soil fertility

• Soil microorganisms

• Salinity

• Soil amendments

• Compost

• Nutrient deficiency

• Soil moisture

“Soil testing” may be too narrow to serve as the entire domain.

“Soil Health” provides a larger and more durable structure.

Please Complete

Broad Subject	Smaller Topics Within It

Review Each Proposed Subject

Is it broad enough to contain several topics?

☐ Yes

☐ No

Will customers understand the name?

☐ Yes

☐ No

Can the organisation create useful content around it?

☐ Yes

☐ No

Does it connect naturally to products, services or experience?

☐ Yes

☐ No

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4.7 Customer Language Versus Internal Language

Content Need

Please decide how each Knowledge Domain should be named.

Guidance Note

The organisation may use technical or internal terminology that customers do not recognise.

For example:

Internal Language:

Post-Harvest Value Addition Systems

Customer Language:

Processing and Preserving Farm Produce

Another example:

Internal Language:

Human Capital Alignment

Customer Language:

Skills, Jobs and Career Readiness

A good domain name should be:

• Clear

• Short

• Familiar

• Broad enough

• Easy to search

• Easy to remember

Please Complete

Internal Term	Customer-Friendly Term	Preferred Domain Name

Words to Avoid

List terms that customers may find confusing:

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Words Customers Commonly Use

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Mentor’s Note

Technical language is not wrong.

It should be introduced after the customer first understands the subject in familiar language.

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4.8 Draft List of Knowledge Domains

Content Need

Please prepare the first draft of the organisation’s main Knowledge Domains.

Guidance Note

Most organisations will need approximately 6 to 15 main Knowledge Domains.

Very small organisations may need fewer.

Large institutions may need more, but too many top-level domains can become difficult to navigate.

Do not try to make the first list perfect.

We will review and reorganise it.

Draft Knowledge Domain List

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10.

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11.

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12.

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13.

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14.

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15.

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For Each Domain, Ask

• Is this a real area of knowledge?

• Does it answer customer needs?

• Does the organisation have experience in it?

• Can useful content be created?

• Is the name understandable?

• Is it broad enough?

• Is it distinct from other domains?

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4.9 Combining Overlapping Domains

Content Need

Please identify domains that may be too similar and can be combined.

Guidance Note

Organisations often create separate domains for subjects that belong together.

For example:

• Fertilisers

• Compost

• Soil Testing

• Micronutrients

• Soil Amendments

These may all sit within a broader domain:

Soil Health and Plant Nutrition

Another example:

• CV Writing

• Interview Preparation

• Career Planning

• Job Search

• Workplace Readiness

These may sit within:

Career Readiness

Combining related subjects can create a cleaner structure.

Please Review

Proposed Domains	Can They Be Combined?	New Combined Name
	☐ Yes ☐ No
	☐ Yes ☐ No
	☐ Yes ☐ No
	☐ Yes ☐ No

Are Any Domains Too Narrow?

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Are Any Domains Too Broad?

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Are Any Domains Repeating the Same Knowledge?

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4.10 Separating Domains That Are Too Broad

Content Need

Please identify Knowledge Domains that may contain too many unrelated subjects.

Guidance Note

A domain should be broad—but still coherent.

For example:

Agriculture and Rural Development

may become too broad if it includes:

• Soil

• Water

• Livestock

• Markets

• Government schemes

• Machinery

• Rural employment

• Food processing

It may need to be divided into several domains.

Please Complete

Very Broad Domain	Main Subject Groups Inside It	Should It Be Divided?
		☐ Yes ☐ No
		☐ Yes ☐ No
		☐ Yes ☐ No

Suggested Test

Ask:

Would a visitor understand what kind of knowledge will be found here?

If the answer is unclear, the domain may be too broad.

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4.11 Core, Supporting and Emerging Domains

Content Need

Please classify each domain according to its importance and maturity.

Guidance Note

Not every Knowledge Domain has the same role.

Core Domains

These are central to the organisation’s identity and expertise.

Supporting Domains

These help customers understand or use the core offering.

Emerging Domains

These are areas the organisation wants to develop in the future.

Please Classify

Knowledge Domain	Core	Supporting	Emerging

Which Three Domains Best Represent the Organisation?

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Which Domains Are Important but Not Yet Well Developed?

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Which Domains May Be Added Later?

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4.12 Domain Credibility

Content Need

Please assess how much real knowledge and evidence the organisation has in each domain.

Guidance Note

A Knowledge Domain should not be created merely because the subject is popular.

The organisation should be able to support it through some combination of:

• Experience

• Experts

• Projects

• Products

• Services

• Articles

• Tools

• Data

• Case studies

• Research

• Training

• Partnerships

Please Complete

Knowledge Domain	Experience Available	Experts Available	Content Available	Case Evidence Available

Which Domains Have the Strongest Credibility?

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Which Domains Need More Evidence Before Promotion?

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Which Domains Depend on One Individual’s Knowledge?

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Risk Note

If a Knowledge Domain depends entirely on one person, that knowledge should be documented carefully.

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4.13 Customer Importance of Each Domain

Content Need

Please assess how important each domain is to customers.

Guidance Note

A subject may be highly important internally but rarely searched by customers.

Another subject may generate many customer questions even though the organisation currently gives it little attention.

Both signals matter.

Please Rate Each Domain

Knowledge Domain	Customer Importance	Frequency of Questions	Business Importance
	High / Medium / Low	High / Medium / Low	High / Medium / Low
	High / Medium / Low	High / Medium / Low	High / Medium / Low
	High / Medium / Low	High / Medium / Low	High / Medium / Low
	High / Medium / Low	High / Medium / Low	High / Medium / Low
	High / Medium / Low	High / Medium / Low	High / Medium / Low

Which Domains Matter Most to Customers?

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Which Domains Matter Most to the Business?

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Where Do Customer Importance and Business Importance Differ?

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Mentor’s Note

The website should not be controlled only by what the organisation wants to promote.

It should also respond to what customers genuinely want to understand.

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4.14 Knowledge Domain Description

Content Need

Please prepare a short description for every proposed Knowledge Domain.

Guidance Note

Each description should explain:

• What the domain covers

• Why it matters

• Who it is useful for

• What kind of questions it answers

Suggested Structure

This Knowledge Domain helps __________ understand __________ so that they can __________.

Example

This Knowledge Domain helps food entrepreneurs understand the complete cost of making, packaging and selling a food product so that they can price it more responsibly.

Domain Name

_________________________________________________

One-Line Description

Preferred length: 15 to 30 words

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Short Introduction

Preferred length: 60 to 100 words

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Main Audience

_________________________________________________

Main Problems Addressed

_________________________________________________

Main Questions Answered

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Repeat This Format

Prepare one description for every final Knowledge Domain.

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4.15 Topics Within Each Knowledge Domain

Content Need

Please identify the major topics that sit inside every domain.

Guidance Note

Topics form the second level of the knowledge structure.

For example:

Knowledge Domain: Food Product Costing

Possible topics:

• Raw Material Cost

• Processing Cost

• Packaging Cost

• Utilities

• Overheads

• Marketing Cost

• Distribution Cost

• Pricing

• Profit Margin

• Cost Comparison

Domain Name

_________________________________________________

Main Topics

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10.

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Are Any Topics Important Enough to Become Subdomains?

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Are Any Topics Too Small to Need Separate Pages?

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4.16 Questions Within Each Domain

Content Need

Please connect each Knowledge Domain with the questions customers ask.

Guidance Note

A domain becomes useful only when it answers real questions.

For every domain, collect questions at different levels.

Basic Questions

What is it?

Why does it matter?

Who needs it?

Practical Questions

How does it work?

What does it cost?

How long does it take?

Comparison Questions

Which option is better?

What is the difference?

Decision Questions

Is it suitable for me?

What should I choose?

Risk Questions

What can go wrong?

What should I avoid?

Domain Name

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Basic Questions

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Practical Questions

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Comparison Questions

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Decision Questions

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Risk Questions

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Mentor’s Note

These questions will later become the raw material for the website’s pages, articles, FAQs, tools and videos.

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4.17 Knowledge Domain Relationships

Content Need

Please identify how different Knowledge Domains connect with one another.

Guidance Note

Knowledge does not always fit into separate boxes.

For example:

• Soil Health connects with Water Management.

• Food Processing connects with Packaging.

• Career Readiness connects with Internships.

• Farm Production connects with Market Access.

• Product Costing connects with Pricing.

These relationships should later guide internal links and content recommendations.

Please Complete

Knowledge Domain	Closely Related Domain	Nature of Relationship

Which Domain Usually Comes First in the Customer Journey?

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Which Domain Usually Comes Next?

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Which Domains Should Always Link to Each Other?

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IT Team Note

Related domains should be connected through internal links, related-content sections and clear navigation paths.

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4.18 Knowledge Domains and Customer Groups

Content Need

Please identify which domains matter to which customer groups.

Guidance Note

Not every Knowledge Domain is equally relevant to every visitor.

For example:

• Farmers may need Soil Health and Water Management.

• Food businesses may need Product Costing and Packaging.

• Students may need Career Discovery and Internships.

• Institutions may need Programme Design and Implementation.

Please Complete

Knowledge Domain	Primary Customer Group	Secondary Customer Group

Which Domains Serve Several Customer Groups?

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Which Domains Need Separate Explanations for Different Audiences?

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Example

A topic such as “organic farming” may need:

• A simple explanation for consumers

• Practical guidance for farmers

• Technical detail for professionals

• Programme information for institutions

The domain may remain the same, but the content pathway may differ.

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4.19 Knowledge Domains and Products or Services

Content Need

Please connect each domain with relevant commercial or organisational offerings.

Guidance Note

Knowledge should naturally lead towards relevant products and services.

However, it should not become a disguised sales page.

The preferred flow is:

Question

↓

Explanation

↓

Options

↓

Evidence

↓

Relevant Product or Service

Please Complete

Knowledge Domain	Related Product	Related Service	Related Tool or Resource

Are Any Products Not Connected to a Clear Knowledge Domain?

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Are Any Knowledge Domains Not Connected to a Present Offering?

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Mentor’s Note

A Knowledge Domain can still be valuable even if it does not directly generate immediate sales.

It may build trust, authority, relationships or long-term demand.

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4.20 Knowledge Domain Page Requirements

Content Need

Please decide what should appear on the main page for each Knowledge Domain.

Guidance Note

A Knowledge Domain page should not be a simple paragraph followed by a product list.

It should act as a knowledge hub.

Suggested Page Structure

Domain Title

A clear name that customers understand.

One-Line Summary

A short explanation of the domain.

Why This Matters

Explain the importance of the subject.

Main Questions

Show the questions people commonly ask.

Topic Categories

Organise the main subjects within the domain.

Featured Guides

Link to important explanatory pages.

Practical Tools

Calculators, templates, checklists or decision aids.

Case Studies

Real examples and applications.

Videos or Visual Explanations

Where useful.

Downloads

Reports, guides, worksheets or manuals.

Related Products and Services

Only after the knowledge context has been established.

Related Knowledge Domains

Help visitors continue learning.

Please Select What Each Domain Page Needs

Page Element	Required	Not Required	Later
Domain introduction
Key questions
Topic categories
Articles and guides
FAQs
Videos
Case studies
Tools
Downloads
Products
Services
Expert profiles
Related domains

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4.21 Knowledge Domain Naming Check

Content Need

Please review every final domain name before approval.

Guidance Note

A good domain name should pass five simple tests.

Test 1: Clarity

Would a new visitor understand the subject?

☐ Yes

☐ No

Test 2: Customer Language

Would customers naturally use or recognise this term?

☐ Yes

☐ No

Test 3: Breadth

Can it contain several related topics?

☐ Yes

☐ No

Test 4: Distinction

Is it clearly different from other domains?

☐ Yes

☐ No

Test 5: Longevity

Will the name remain useful even if products or technologies change?

☐ Yes

☐ No

Final Domain Review

Proposed Name	Keep	Rename	Combine	Remove

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4.22 Final Knowledge Domain Structure

We will now prepare the final approved structure.

Core Knowledge Domains

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Supporting Knowledge Domains

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Emerging Knowledge Domains

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Main Domain Sequence

In what order should the domains normally appear?

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Why This Sequence?

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4.23 Sample Knowledge Domain Profile

Prepare one profile for every final domain.

Knowledge Domain Name

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One-Line Description

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Why It Matters

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Main Audience

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Main Problems Addressed

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Main Topics

_________________________________________________

Priority Customer Questions

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Existing Knowledge Assets

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New Content Required

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Related Products or Services

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Related Knowledge Domains

_________________________________________________

Responsible Expert or Team

_________________________________________________

Priority Level

☐ Immediate

☐ High

☐ Medium

☐ Low

☐ Future

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4.24 Knowledge Gaps

Content Need

Please identify where important knowledge is missing, weak or undocumented.

Guidance Note

The organisation may discover that a Knowledge Domain is important but lacks:

• Clear explanations

• Data

• Evidence

• Case studies

• Expert ownership

• Updated information

• Customer questions

• Visuals

• Tools

• Training material

This is not a failure.

It becomes the future content-development plan.

Please Complete

Knowledge Domain	What Is Missing?	How Can It Be Developed?

Which Gaps Must Be Filled Before Website Launch?

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Which Gaps Can Be Filled After Launch?

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Who Can Help Fill These Gaps?

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4.25 Knowledge Domain Ownership

Content Need

Please identify who is responsible for the accuracy and growth of each domain.

Guidance Note

A Knowledge Domain should not be published and then forgotten.

Someone should be responsible for:

• Reviewing content

• Answering questions

• Updating information

• Checking accuracy

• Identifying new topics

• Approving claims

• Collecting examples

Please Complete

Knowledge Domain	Primary Owner	Reviewer	Update Frequency

Are Any Domains Without a Responsible Person?

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Are External Experts Required?

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4.26 Knowledge Domains for the Homepage

Content Need

Please decide which domains deserve visibility on the homepage.

Guidance Note

The homepage should not display every possible domain with equal prominence.

Select the domains that best represent:

• The organisation’s identity

• Customer demand

• Strongest expertise

• Strategic future direction

• Most useful knowledge

Domains to Feature Prominently

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Domains to Show Under “Explore More”

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Homepage Heading for This Section

Examples:

• Explore Our Knowledge

• What Would You Like to Understand?

• Our Areas of Knowledge

• Start with a Subject

• Learn Before You Decide

Preferred Heading:

_________________________________________________

Short Supporting Text

Preferred length: 25 to 50 words

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IT Team Note

Each featured domain should link to a dedicated domain page—not only to a product category.

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4.27 Knowledge Domain Summary

Let us bring the final decisions together.

Number of Core Domains

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Number of Supporting Domains

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Number of Emerging Domains

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Strongest Knowledge Domains

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Domains Most Important to Customers

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Domains Requiring Immediate Documentation

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Domains to Feature on the Homepage

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Domains to Develop Later

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4.28 Content Prepared for the IT and Content Teams

At the end of this chapter, the following information should be available.

Knowledge Architecture Inputs

• Final Knowledge Domain list

• Domain sequence

• Core, supporting and emerging classification

• Domain descriptions

• Topics within each domain

• Customer questions within each domain

• Related domains

• Customer groups served

• Products and services connected to each domain

Content Planning Inputs

• Existing knowledge assets

• Missing knowledge

• Priority content requirements

• Domain owners

• Evidence available

• Case-study requirements

• Tool and download opportunities

Website Inputs

• Homepage Knowledge Domain section

• Domain hub pages

• Subtopic pages

• Internal linking structure

• Related-content recommendations

• Audience pathways

• Product and service links

• Search categories

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Notes for the IT Team

Knowledge Domains should become a visible and permanent part of the website architecture.

Each core domain should normally have:

• A dedicated URL

• A clear title

• A short description

• A domain landing page

• Links to related topics

• Relevant FAQs

• Articles and guides

• Related tools or downloads

• Related products and services

• Links to connected domains

• A named content owner internally

Avoid creating domain pages that contain only a few lines of text and a product list.

A domain page should function as an independent knowledge hub.

Important domain pages should be reachable through:

• Homepage links

• Main navigation

• Website search

• Related-content links

• Customer pathway pages

• Internal links from articles and FAQs

The website should allow new topics, questions and knowledge assets to be added without redesigning the entire structure.

Domain names should be used consistently in:

• Navigation

• URLs

• Page headings

• Search filters

• Related-content sections

• Content management tags

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Chapter Completion Check

Before completing this chapter, please confirm:

☐ The main areas of organisational knowledge have been identified.

☐ Repeated customer questions have been reviewed.

☐ Recurring problems and learning have been documented.

☐ Existing knowledge sources have been identified.

☐ Products and services have been connected to supporting knowledge.

☐ Broad subjects have been separated from narrow topics.

☐ Customer-friendly terminology has been used.

☐ Overlapping domains have been combined.

☐ Domains that were too broad have been divided.

☐ Core, supporting and emerging domains have been classified.

☐ Credibility and evidence have been reviewed.

☐ Customer importance has been considered.

☐ Every domain has a short description.

☐ Main topics and questions have been listed.

☐ Relationships between domains have been identified.

☐ Domain ownership has been assigned.

☐ Homepage domains have been selected.

☐ Knowledge gaps have been recorded.

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What We Have Achieved

We began this chapter with a broad question:

What does the organisation know?

We now have a structured answer.

We have identified:

• The organisation’s main Knowledge Domains

• The topics contained within each domain

• The questions customers ask

• The problems the organisation understands

• The relationship between knowledge, products and services

• The domains that are strongest

• The domains that need development

• The people responsible for each domain

• The domains that should appear most prominently on the website

The organisation’s knowledge is no longer a scattered collection of documents, memories and conversations.

It is beginning to form a visible architecture.

In the next chapter, we will move from broad Knowledge Domains to the Customer Question Universe.

We will collect, classify and prioritise the real questions that should shape individual pages, articles, FAQs, videos, tools and downloadable resources across the website.