Creating process documentation

Process documentation

The knowledgebase is our area for how to guides, policies, procedures etc. It covers information about how to deliver the work for our clients. Knowledge creation is an ongoing task, everyone needs to create and use process documentation. Process documentation is created using the following process:

  1. create a policy
  2. create a procedure
  3. send the procedure for approval
  4. publish the procedure
  5. Review, update and continuously improve.

 

The goal of writing process documentation is that anyone, regardless of their level of experience or understanding, should be able to follow the step by step process and achieve the desired task or outcome. Use video, screenshots and dot points to convey information quickly and simply. Keep it short, sharp and to the point.

Short term knowledge - contained in chat, forums and email

Medium term knowledge - contained in documents and presentations

Long term knowledge - contained in Manuals and Procedure Guides.

The knowledgebase is also a place for harvesting ideas and feedback and everyone is encouraged to submit ideas and feedback through the support desk so that we build a habit of accessing the information but also so that it remains fresh and current so that we can continue to grow the body of knowledge.

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