Knowledgebase

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Building an Internal Knowledge Base A place people actually look.WHAT IT ISA single location containing what people need to know.WHAT... Building the Habit of Documenting Making it happen.WHY IT DOES NOT HAPPEN NATURALLYIt has no immediate benefit and the cost is... Capturing Knowledge From People Getting what is in their heads.WHY IT IS DIFFICULTPeople do not know what they know.WHAT THAT... Choosing Tools for Documentation What to store it in.WHAT THE OPTIONS AREShared document storage A wiki or knowledge base tool An... Creating Checklists Simple documentation that works.WHY THEY WORKMemory fails predictably under pressure and... Deciding What to Document Choosing where to start.WHAT TO DOCUMENT FIRSTTasks only one person can do Tasks done... Documenting Customer and Account Information What the business knows about who it serves.WHY IT MATTERSCustomer knowledge held by individuals... Documenting Decisions Recording why, not only what.WHY IT MATTERSDecisions are revisited endlessly because nobody... Documenting Financial and Administrative Processes The back office.WHY IT MATTERSThese processes are frequently held by one person and they are... Documenting Systems and Technical Setup What keeps things running.WHY IT MATTERS ACUTELYSystems fail at inconvenient moments, and the... Documenting for Compliance and Audit Records that must exist.WHY IT DIFFERSThe documentation is itself a requirement, not only a... Handling Handovers Transferring responsibility.WHEN HANDOVERS OCCURShift changes Leave and absence Role changes... Keeping Business Documentation Current The problem that kills most efforts.WHY IT IS THE HARDEST PARTDocumentation is written once and... Knowledge Management and Documentation: Everything That Matters, Briefly The whole category in one page.THE COST OF UNDOCUMENTED KNOWLEDGE IS INVISIBLE UNTIL SOMEONE... Managing Document Versions and Control Knowing which copy is current.WHY IT MATTERSPeople work from old versions and produce wrong... Managing Passwords and Access Records Credentials the business depends on.WHY IT BELONGS HEREAccess held by individuals is lost when... Managing Templates and Standard Documents Reusable material.WHAT TEMPLATES PROVIDESpeed Consistency Fewer omissions Fewer errors in... Organising Documentation Making things findable.WHY IT MATTERSDocumentation that cannot be found does not exist.WHAT TO... Understanding Why Documentation Matters The problem it solves.WHAT THE PROBLEM ISBusinesses depend on knowledge held in people's heads,... Writing Procedures People Will Use Making documentation usable.WHAT A PROCEDURE SHOULD CONTAINWhat it achieves When it applies What...

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