Single Source of Truth
A knowledge management principle where all relevant organizational information is documented and stored in one centralized, authoritative location for consistent access.
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What is Single Source of Truth?
Single Source of Truth (SSOT) is a knowledge management principle where you document and store all relevant information in one centralized location. Think of it as the "official" place everyone goes to find something. In information systems, SSOT architecture means structuring your data so each element lives in exactly one place and gets edited only there.
Why does this matter? Because without it, organizations end up with the same customer address in five different spreadsheets, three of which are wrong. A Single Source of Truth gives everyone access to accurate, current information without the guesswork of figuring out which version to trust. This is why building a strong documentation culture matters so much.
When done right, SSOT cuts down on duplicate records, version control headaches, and that frustrating moment when two departments show up to a meeting with conflicting data. It tends to lead to better decisions and smoother collaboration, though it does require ongoing maintenance to keep things accurate.
Key Characteristics of Single Source of Truth
- Centralization: Critical information lives in one accessible location instead of being scattered across multiple systems. Less searching, more finding.
- Authority: The SSOT is the definitive reference everyone trusts. No more "which spreadsheet has the right numbers?" debates.
- Consistency: Information stays uniform across departments and systems, so sales and support aren't working from different customer data.
- Up-to-date: Someone actually maintains it. The information reflects current reality, not a snapshot from six months ago.
- Audit Trail: Version control lets you see what changed, when, and who made the update. Useful for troubleshooting and accountability.
Single Source of Truth Examples
Example 1: Customer Relationship Management
Say a company uses Salesforce (or any CRM) as their Single Source of Truth for customer data. Contact info, purchase history, support tickets, it all lives there. Before this, customer details were scattered across email threads, random spreadsheets, and whatever notes individual sales reps kept in their heads.
Now when a customer's phone number changes, someone updates it once in the CRM. Done. Sales, support, and marketing all see the same correct number. No one calls the old number and wonders why it's disconnected.
Example 2: Internal Documentation
A company sets up a knowledge base as the Single Source of Truth for SOPs, policies, and procedures. Instead of HR having one version of the onboarding checklist, IT having another, and that shared drive file from 2019 that everyone forgot about, there's just one place to look.
When the expense policy changes, someone updates that one document. Employees don't have to wonder if they're looking at the current version because there's only one version.
Single Source of Truth vs Knowledge Base
People sometimes use these terms interchangeably, but they're actually different things.
| Aspect | Single Source of Truth | Knowledge Base |
|---|---|---|
| Purpose | A principle or architecture for data consistency | A platform for storing knowledge and documentation |
| Scope | Can apply to any type of data or information | Usually focused on documentation, articles, and how-to content |
| When to use | When you need to eliminate data duplication and ensure consistency | When you need to organize and share knowledge with teams or customers |
Here's the key distinction: a knowledge base can serve as your Single Source of Truth for documentation. But SSOT is a broader concept. Your CRM might be the SSOT for customer data. Your code repository is likely the SSOT for your codebase. A knowledge base is a tool; Single Source of Truth is an approach.
How Glitter AI Helps with Single Source of Truth
Glitter AI makes it easier to establish a Single Source of Truth for process documentation and training materials. You record your screen doing a task, and Glitter automatically generates step-by-step guides from that recording. Instead of relying on tribal knowledge or that PDF from three years ago, teams have one authoritative reference.
The bigger win comes when processes change. You update the recording and republish. That's it. No more situation where marketing has one version of how to submit expense reports and engineering has another. Everyone looks at the same source, and it actually reflects how things work today.
Frequently Asked Questions
What does Single Source of Truth mean?
Single Source of Truth (SSOT) means having one centralized location where specific information is stored and maintained. Everyone in the organization accesses the same data from the same place, so there's no confusion about which version is correct.
What is an example of a Single Source of Truth?
A CRM system as the SSOT for customer data is a common example. Or an internal wiki serving as the SSOT for company procedures and policies. Any system where information lives in one place and everyone references that same place can function as an SSOT.
Why is a Single Source of Truth important?
It eliminates confusion from duplicate or conflicting information. Employees typically spend around 29% of their time searching for data, and an SSOT reduces that significantly. Better data consistency also leads to better decisions and fewer costly mistakes.
How do I create a Single Source of Truth?
Start by identifying what information actually needs to be centralized. Then pick a platform that fits the data type (knowledge base for docs, CRM for customers, etc.). Migrate existing information while cleaning out duplicates. Set clear rules for who can update what. And train your team to actually use it consistently.
Turn any process into a step-by-step guide