[andrewingram]

I wonder if part of the issue (on top of the software itself being poor, and obvious point that human problems are hard), is that nobody ever seems to hire a design team for internal stuff until far too late in the game (if ever).

Many of the problems with internal knowledge bases could be lessened if there was an IA, whose job it was to iterate on improving the organisation of internal knowledge. They wouldn’t do it alone, they’d need company-wide buy-in, but what I typically see is that it’s a complete free-for-all or it’s owned by HR/People (also bad in my opinion).