Documenting for Knowledge Gaps: Focusing on Results to Determine What to Document
“Not everything needs to be documented.”
I’ve heard this sentence a few times in my career, and I couldn’t agree more. Not everything needs to be documented because of the amount of time it takes and how quickly things change. Documentation is a privilege, reflecting the dedication to cultivating a sustainable and evergreen approach to information sharing. Without documentation, growth is stunted, so it’s important to understand what to document and when. However, documentation can quickly become a crux or an obstacle to completing a company’s goals if the documentation itself is the priority.
Let me be clear, documentation should never be the end goal. Documentation is about saving time, providing clarity, and creating efficiencies. If documentation gets in the way of those, then is it truly necessary?
I don’t think it is, but I also believe that many things should be documented when they are not. Finding the right balance is key.
Let me break down the three gaps I look at when deciding if something should be documented.
1. Skills Gap (Proficient with Practice) ??
Skills gaps are knowledge gaps that require knowing how and why to do something but requiring practice in order to become proficient. These can be tricky and entwined. The focus should be on the most basic "Getting Started" principles, then branching out to strategies and best practices. A skills gap at work requires coaching and practice. Some examples of skills gaps include:
Documentation can play a crucial role in bridging skill gaps, especially when onboarding new team members. It acts as a guide to help them develop the necessary skills through documented best practices and step-by-step instructions.
2. Knowledge Gap (Proficient with Knowledge) ??
Knowledge gaps are gaps of information that require minimal direction. Documenting for knowledge gaps is ideal if you are onboarding new employees and for legal purposes. When someone lacks the required knowledge, documentation can be incredibly helpful. In these cases, the focus should be on creating initial workflows and documenting the bare minimum of how to access essential information. Some examples of knowledge gaps at work include:
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By documenting these aspects, new employees can quickly grasp essential information, and existing employees can have a reliable reference whenever needed. Moreover, from a legal standpoint, documentation can serve as evidence of compliance with necessary regulations and protocols.
3. Motivation Gap (Proficient with Desire) ??
The motivation gap is harder to determine and document. It refers to those aspects of work that are driven more by personal passion and desire rather than specific skills or knowledge. While these aspects might be important for team morale and engagement, documenting them may not be the most efficient use of time and resources.
Instead, the motivation gap can be addressed through other means, such as team-building exercises, recognition programs, and open discussions about employee interests and career aspirations. These approaches can foster a positive work environment and enhance team motivation without the need for exhaustive documentation.
STRIKE THE RIGHT BALANCE
The focal point must be the fusion of knowledge, skills, and motivation - a harmonious blend that optimizes the power of documentation. When faced with a plethora of new employees or the anticipation of role migrations, identifying and addressing knowledge gaps becomes vital. Thoroughly documented onboarding processes, accompanied by comprehensive reference materials, instill confidence and a sense of belonging in the newcomers while ensuring a smooth transition.
Moreover, when the team or customers require a deeper understanding of a product or service, the spotlight shifts towards skill gaps. In such cases, documentation becomes the bridge that connects users to proficiency. By providing step-by-step guides, best practices, and troubleshooting resources, documentation empowers employees and customers alike, fostering satisfaction and loyalty.
Yet, the trinity of knowledge, skills, and motivation would remain incomplete without acknowledging the importance of the latter. When progress stalls or milestones are elusive, motivation becomes the driving force to reignite the team's passion and dedication. Although not every aspect of motivation can be captured in documents, well-documented strategies and programs aimed at boosting morale and creating a positive work culture can serve as guiding lights.
In conclusion, while not everything needs to be documented, strategic and selective documentation is crucial for an organization's growth and success. Identifying the right gaps to bridge through documentation is the key to achieving clarity, efficiency, and time-saving benefits. Selective and strategic documentation aligns with specific needs, empowering businesses to reach new heights with the right information reaching the right people at the right time. This synergy paves the way for a thriving and efficient organization, where documentation becomes an indispensable asset on the journey to excellence.