★ About Lessons Learned ★

One of the problems I continue to see occurring not only post cyber hack fixes, but across all business platforms, is the failure to document lessons learned and to share them.

Have a process for doing so, which may include:

1) Schedule a post fix meeting and ask for input regarding the entire process – from discovery to fix to after effects to future scheduled action from all stakeholder groups impacted by the incident. Ask people to provide individual details as there are apt to be a lot of key elements that Sr. Leaders are not aware of, or that have been/will be forgotten. 

2) Assign someone or a team (depending on the event) to formally document lessons learned. Keep it simple, and organized for post-reference.

3) Share the Lessons Learned and post them to a central repository where they can be referenced later – and let people know where that is and give the appropriate people access.

In our world of omni-hyper-comms (communication), we must get in the habit of documenting the hows, whys, whens, wheres and whos. This applies in the programming field, and it would do well to be applied across the board in every business and unit. From the top echelons of DoD, DoS, telecom, in major defense industries, medical and banking fields, small businesses, and in industries all across the globe, I continue to see this failure to put best business practices into operation.

This does not only apply to break-fixes. When learning a new system - especially when my colleagues and I are doing the same, learn new tricks, or discover shortcuts – it is optimal to take screen shots and create user guides to help remember how to do something and to perform other tasks in an easier, more efficient manner. I keep updating these guides as we enhance the tools, apply patches and as new employees come on board. We post our tips and tricks, user guides, job aides, quick reference sheets, etc., to a SharePoint site and label it appropriately for ease of access.  

When writing policy, creating a presentation; or teaching a class, I document where I found my information. This helps prove my point when needed, and for reference if I want to modify or add more from the same source. It has also proven a lifesaver when I have to quickly create something else along the same line of business. I also create a folder to save a list of all my references, web links, etc., and the actual documents. Additionally, when I move on to a new assignment or the next level in my career - or as I like to say, when I win the lottery and leave - I have a central repository from which the persons I train to take my place can go to immediately.

When hosting a charity event or walking in a fashion show, I like having a post event meeting to go over things we missed – as well as things that went very well (as in, despite the little things we noticed, everyone had a smashing good time and the event was a huge hit!). 

Post event topics from an fundraiser I co-hosted and walked in this weekend might include:

• Advise the venue and the beneficiary(ies) of the event to update their websites to promote the event. (Their website calendars are often outdated.)
• Try harder to stay on schedule (almost impossible but put more focus and importance on it), and when the host is unavailable, have a co-host step in. 
• Scheduling a brief with event volunteers well before the event begins to review the night’s agenda and what to do in certain situations like unruly guests, sick patrons, slip and fall situations, etc. (Having important information typed out on a short list reference sheet may also be helpful, to include the host/co-hosts cell phone numbers.)
• Instructing volunteers who are greeting guests, to advise them where the restrooms are, that the bar is no-host and tickets are to be purchased first, located by each bar stand; and when handing them the event brochure, to open it and encourage guests to review the night’s schedule. 
• Ensuring the band or DJ and all event vendor participants get there as early as possible to set up and their needs are addressed. 
• Scheduling a walk-through at the venue itself a week before the event with all event vendors and special activity coordinators if/when possible to address any logistics, traffic flow, electrical needs and whatever else may arise. 
• Ensuring all hosts and co-hosts have special badges so they can be recognized by staff and guests.
• Ensuring all hosts are photographed together by each invited photographer. 
• Having a "Reserved" sign with the name of the party who bought the table on each tables, so other patrons don't sit in their place – but in open seating places around the venue. 
• Planning for extra time on the runway as photographers and applause may affect the rhythm and time frame of the designer’s showcase, and ensuring time for all models to re-walk the runway together one last time with the designer - for each group of designers. 
• Having mirrors in the dressing rooms. Providing fans and cool water for the models. 
• Ensure all models know when to arrive at the venue and what to bring more than 48 hours in advance.
• Providing a  safe (as possible) and convenient place for the photographers to keep their gear.
• Confirming there are enough trash bins and that the bins look decent and are not ever overflowing. 

Then, documenting all these things, and include sending it out to behind the scenes event participants like the venue owner, caterers, security detail, cleaning crew, charity auction companies, photo booth owners, the band, lighting and sound staff, photographers, fashion designers and individual/special activity coordinators and managers, and individual hosts to have to keep in mind for their next event. I can tell you – each one of them will appreciate the opportunity to do better the next time.

Everyone is in such a hurry to get things done these days. We have the tools to communicate – we are simply not using them well. Let’s slow down a bit, and focus, document what we are doing and deliver a better quality product that has less chance of breaking or being hacked.