How to build and maintain comprehensive documentation
Create a documentation system that captures critical knowledge, enables self-service, and scales with your organization. Turn institutional knowledge into accessible, searchable, and maintainable resources.
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0 of 7 steps completedStep-by-Step Instructions
1 Step 1: Define documentation scope and standards
Step 1: Define documentation scope and standards
Determine what needs documentation: processes, technical architecture, product features, policies, runbooks, onboarding guides. Establish writing standards: voice, structure, depth. Create templates for common document types. Define review and approval processes.
2 Step 2: Choose the right documentation platform
Step 2: Choose the right documentation platform
Select tools that fit your needs: wikis for internal knowledge, help centers for customers, code documentation generators, video platforms for tutorials. Prioritize searchability, ease of editing, version control, and access controls. Ensure platform can scale.
3 Step 3: Create information architecture
Step 3: Create information architecture
Organize documentation logically: by audience (role), by topic (category), by journey (new hire onboarding). Use clear hierarchies and navigation. Tag documents for cross-referencing. Create a content map showing all documentation and relationships.
4 Step 4: Document critical processes and knowledge
Step 4: Document critical processes and knowledge
Start with highest-impact documentation: most-asked questions, critical processes, tribal knowledge held by few people. Use "if hit by a bus" test: what would paralyze the company if undocumented? Write clearly with step-by-step instructions, screenshots, and examples.
5 Step 5: Assign ownership and maintenance schedules
Step 5: Assign ownership and maintenance schedules
Every document needs an owner responsible for accuracy and updates. Set review cadences: quarterly for stable docs, monthly for rapidly changing areas. Mark documents with last-updated dates. Remove or archive outdated content to prevent confusion.
6 Step 6: Build a culture of documentation
Step 6: Build a culture of documentation
Make documentation part of every workflow: document as you build, update docs when processes change. Recognize and reward good documentation. Make it easy: templates, lightweight tools, documentation sprints. Teach writing skills. Make documentation a promotion criterion.
7 Step 7: Measure and improve documentation effectiveness
Step 7: Measure and improve documentation effectiveness
Track documentation usage: page views, search queries, time on page. Survey users on documentation quality. Identify gaps: what are people asking that isn't documented? Measure impact: reduction in repetitive questions, faster onboarding. Continuously improve based on feedback.
