Think about this: our tech team comes up with a brilliant new feature but our support team has no clue how to explain it to the users. Or our marketing team advertises something without knowing the technical limitations of it. Or what is even worse—our security team detects the vulnerabilities that the developers haven’t even thought of.

At CoinMinutes, we have experienced that knowledge trapped in one department is a source of trouble for all of the other departments. When our teams don’t share what they know, we all lose.

We have put a lot of effort into tearing down these walls between departments. And it has been successful—we have decreased by 34% the time to solve customer problems and by 22% the amount of rework just in the last year.

Why Cross-Department Knowledge Sharing Matters in Crypto

Crypto is an entirely different thing to compare with the other industries. It comes with particular challenges that make the sharing of knowledge between one department and another very necessary.

Complex Tech Meets Real People

Crypto combines sophistication in technology with human-friendly user needs. This will only create a lot of confusion if different teams aren’t doing the communication among each other.

A year ago, our developers implemented a new staking feature. They had the technical side of the feature totally down. But they did not get support and marketing teams’ inputs. What happened? Customers were bewildered, and we were overwhelmed with support tickets.

We reshaped our strategy. For our next feature’s going live, we first made sure that all teams had the knowledge of it. The result? 68% fewer confused customer inquiries during the first week. That’s a significant development!

Everything Changes All the Time

The cryptocurrency world is such that everything is always changing—going from new regulations to security threat issues, or even protocol updates. When a major blockchain fork occurred last year, the impact analysis had to be done by five different teams at CoinMinutes: developers, legal, customer support, marketing, and security.

The teams that engage in knowledge sharing, are the ones who adapt quicker. On the contrary, when they fail to do so, the departments will be individually using their hours to come to terms with the issue.

Mistakes Can Be Costly

Security in crypto is not just the responsibility of the IT team. A support agent who is not conversant with security basics might unintentionally assist a scammer. A marketer if unaware of phishing might create promotional materials that will teach users harmful security habits without realizing it.

It took an incident to teach us this lesson when our support team released a post that unintentionally prompted users to carry out insecure wallet habits. At present, we have a process in place that involves different departments conducting a thorough examination before the rollout of any publication to avoid these kinds of issues.

Sharing knowledge across teams ensures smoother launches, better security, and a more confident crypto community.

Key Methods Used at CoinMinutes

So how do we actually share knowledge across departments? Here are our main approaches:

Meetings That Actually Help

We don’t do pointless meetings that waste everyone’s time. Instead:

We hold weekly “Understand Each Other” sessions where small groups from different departments solve specific problems together. These meetings are short (30 minutes), focused, and always end with clear next steps.

Once a month, we have “Whole Picture” meetings where someone from each department shares what they’re working on and what challenges they’re facing. These meetings help everyone see how their work affects others.

A cool example: One of our developers completely changed how they designed a feature after learning that our compliance team was spending hours manually reviewing certain transactions. The developer tweaked their code to automate part of that process, saving the compliance team 15 hours every week!

Documentation People Actually Use

Let’s be honest—most company documentation sits untouched. At CoinMinutes, we make our documentation actually useful:

We have one central knowledge base with different sections for each department. But here’s the key: we link related information across departments. This helps people discover important stuff they wouldn’t normally look for.

Updating documentation isn’t an afterthought—it’s built into every project. We specifically set aside time for updating the knowledge base.

We use a “TL;DR” approach—every complex topic starts with the simplest possible explanation before getting into details. This helps non-experts grasp the main points without getting lost.

Walking in Each Other’s Shoes

Team members regularly spend time watching how other departments work:

New hires spend their first week rotating through all departments regardless of their job. This gives everyone basic knowledge about how the whole company works.

Every three months, we have “shadow days” where team members follow someone from another department for a full day. These experiences build understanding and empathy.

After our customer support team shadowed the development team, we saw a 41% drop in support tickets marked as “needs technical help.” Why? Because the support team could now solve more technical issues themselves!

Fostering a Culture of Open Communication

Knowledge sharing systems fail without the right culture. Here’s how we build that culture at CoinMinutes:

Rewarding Teaching, Not Hoarding

We explicitly reward sharing knowledge, not keeping it to yourself. Our performance reviews include measures of how much you’ve helped others learn. Team members who help others understand complex topics get recognized and rewarded.

For example, when one of our security specialists created simple explanations of complex threats that helped our marketing team create better user guides, both teams benefited. The specialist got recognition during our quarterly reviews.

No Fancy Talk Allowed

Cryptocurrency market is full of jargon and weird abbreviations. At CoinMinutes, we have a “plain language” policy that requires all internal communications to be understandable by non-specialists.

All documents and presentations must include a glossary for technical terms. Acronyms must be spelled out the first time they appear. This simple practice prevents confusion and helps everyone learn.

Making It Safe to Not Know

People won’t ask questions or admit they don’t know something if they’re afraid of looking stupid. We create safety by:

Encouraging our leaders to openly ask “basic” questions, showing that it’s okay not to know everything.

Treating knowledge gaps as chances to learn, not as failures.

Creating “no stupid questions” channels in our communication tools where anyone can ask anything.

Using Technology to Share Knowledge Better

Technology helps us share knowledge at CoinMinutes through:

One Place for Everything

Information scattered across different systems basically becomes hidden. We use:

A central wiki that connects related information across departments. When someone looks up information about a feature, they see relevant content from all perspectives—development, support, marketing, and compliance.

A tagging system that makes finding related information easy. Tags like “affects-support” or “security-critical” help people find relevant knowledge across department boundaries.

Learn On Your Own Time

Teams in different time zones or with different schedules need ways to learn that don’t require being in the same place at the same time:

We record knowledge sessions and create searchable transcripts so people can learn on their own schedule.

We create internal podcasts where team members explain their work, providing an easy way to learn while commuting or doing other tasks.

We make short videos (under 5 minutes) that demonstrate processes or explain concepts, making them easier to understand than written documents alone.

Smart Systems That Bring Knowledge to You

Our systems bring relevant knowledge to people when they need it:

When support agents handle tickets on specific topics, the system automatically suggests helpful technical documentation.

Developers receive links to compliance requirements and security best practices related to the code they’re working on.

Marketing team members see usage data and common support questions when creating materials about specific features.

Smart technology brings the right knowledge to every team—wherever and whenever they need it.

Measuring and Improving Knowledge Sharing

We measure whether our knowledge sharing actually works:

Real-World Metrics

We don’t track fuzzy, abstract metrics. We look at concrete outcomes:

How quickly can problems that involve multiple departments get solved? This time decreased by 34% after we improved our knowledge sharing.

Do people find what they need when searching our internal systems? We improved this success rate from 67% to 89% by better connecting information across departments.

How do new feature launches compare before and after improving cross-department collaboration? We track support tickets, user adoption rates, and bug reports.

Asking for Feedback

Numbers need context from real experiences:

Every three months, we survey team members to rate how well they understand other departments’ work and challenges.

After each project, we specifically ask about cross-department knowledge gaps that affected outcomes.

Anyone can file a “knowledge gap” report when missing information causes problems, creating opportunities for improvement.

Always Getting Better

Our knowledge sharing methods evolve based on results:

We tested different documentation formats and found that step-by-step guides with visual elements were 43% more effective than traditional text for complex topics.

We noticed that 30% of questions asked in cross-department meetings were repeated multiple times. So we created “Frequently Asked Questions” sections in project documentation, reducing repetitive questions by 64%.

Conclusion

At CoinMinutes, when departments exchange knowledge effectively, it is a win for everyone. Our products enhance, customers receive good support, and we are able to keep up with all the changes in the crypto world.

The techniques we have outlined—productive cross-functional meetings, practical documentation, job shadowing, a culture that encourages, common knowledge systems, and measuring results—are not working individually, they are synergizing to create a company-wide atmosphere where the knowledge is accessible without any restrictions.

Knowledge barriers between departments elimination is not just a nice-to-have feature but an absolutely necessary condition for the survival and success of any crypto company facing rapid change and technical complexity.

Find More Information:

Coinminutes: Connecting Knowledge Across the Crypto Market

How CoinMinutes Maintains Consistency Across Its Editorial Team