The whole category in one page.
THE COST OF UNDOCUMENTED KNOWLEDGE IS INVISIBLE UNTIL SOMEONE RESIGNS, AND THEN IT IS ENORMOUS
Start with the tasks only one person can do, found by asking what would be difficult if each person were absent for a month.
HAVE SOMEONE ELSE FOLLOW THE PROCEDURE WITHOUT HELP, BECAUSE THAT IS WHAT REVEALS EVERY ASSUMPTION
The person who does the work should write it, but they cannot see what they know.
WRONG INSTRUCTIONS ARE WORSE THAN NONE, BECAUSE THEY ARE FOLLOWED
Give every document an owner and a review date, and make correcting an error easier than ignoring it.
RECORD WHY DECISIONS WERE MADE, NOT ONLY WHAT WAS DECIDED
Settled questions are reopened endlessly because nobody wrote down the reasoning or the assumptions that would justify revisiting it.
VERIFY THAT EVERY ACCOUNT AND DOMAIN IS REGISTERED TO AN ADDRESS THE BUSINESS CONTROLS
Services registered to a departed employee are lost, and domains lost this way are a severe and common failure.
WHEN SOMEONE RESIGNS, START KNOWLEDGE TRANSFER IMMEDIATELY AND REMOVE ACCESS ON THE LAST DAY
MOST DEFECTS AND BROKEN PROMISES ORIGINATE AT HANDOVERS, SO GIVE THEM A STANDARD FORMAT AND A RECORD
RECORDS CREATED BEFORE AN INSPECTION ARE VISIBLE IMMEDIATELY AND UNDERMINE EVERYTHING ELSE
AND ACCEPT ROUGH DOCUMENTATION THAT EXISTS OVER PERFECT DOCUMENTATION THAT DOES NOT — CRITICISING IMPERFECT CONTRIBUTIONS STOPS PEOPLE CONTRIBUTING AT ALL
