Communication - Not Documentation
Reframing how we look at documentation changes the way we write it and use it.
I have been working in the “documentation” space for over twenty years, yet I hate the word “documentation.”
Why?
Documentation is a word that carries a lot of baggage. Here are some ideas that commonly get triggered when you think of documentation:
Time-consuming
Wordy
Long
Complicated
Tedious
Underused
Hard to find
Documentation is a chore, a requirement, a task that nobody really wants to perform. Part of that is because writing documentation takes time. Part of that is because they aren’t sure that it is time well spent.
I constantly hear people say, “I documented all of that information, but people keep asking me questions that are answered in the documentation.”
I prefer the word “communication.”
That brings up a whole new set of ideas:
Clarity
Understanding
Alignment
Empowerment
When we communicate clearly, we drive action. When we “document,” we complete a task.
But here is the rub. Documentation, if done correctly, can be a powerful method of communication. But all too often, documentation focuses only on capturing information and not enough on communicating it.
Real communication only happens when the person receiving the communication understands what the communicator intended them to understand.
If we reframe documentation as a communication tool, it changes how we create and use it.
Here are a few examples.
New Hire Training
A new hire must learn how to perform specific tasks in their job. Most organizations communicate this information through shadowing or pairing. This form of communication is inefficient and often inconsistent. But it is relied upon because it does a better job than binders, PowerPoints, and PDF files do at communicating how to perform a task.
Process Changes
Changes in procedures or policies are often communicated through “Lunch and Learns” or “Town Hall Meetings.” Somebody shares their screen and shows everyone the new way of doing things. Documentation may or may not be updated at a later date.
Software Training
When new software is introduced, PowerPoint decks are prepared, champions are trained, videos are recorded, and software is demonstrated. Documentation is created and offered as an additional resource.
Changing the Paradigm
What if documentation was used as one of our primary communication tools?
If communication were our goal, we would probably write documentation differently. We would make sure that it is findable, followable, and scannable.
If we created documentation that was findable, followable, and scannable, how could we approach each of the scenarios listed above differently? How would we communicate differently?
New Hire Training
New hires wouldn’t feel overwhelmed with information. They wouldn’t take notes inside of a binder. They would be taught foundational knowledge and then practice finding and following documentation that clearly communicated what they needed to do (see: Foundational vs Actionable Knowledge: How it Affects Employee Training).
Process Changes
Instead of having a Lunch and Learn and then updating the documentation a few weeks later, we would communicate the change through the documentation. That way, we would ensure consistency and reduce the need for memorization.
Software Training
Instead of demonstrating how to perform tasks in the software, we would create clear guides that matched the actual tasks users needed to perform. We would teach them foundational concepts but then have them practice finding and following the needed information.
Change the Way You Document
All this sounds good. But it won’t work if you continue writing documentation how most people have been taught to document. So, if communication is your goal, rethink how you document.
How can you separate foundational and actionable knowledge?
How can you create clarity out of complexity?
How can you match the documentation to the actual needs of employees?
Traditional tools such as Word, PowerPoint, and most knowledge bases and wikis don’t make this easy. That’s one of the reasons we created ScreenSteps: to give them the tools to not just create documentation but to communicate more clearly.
Next Steps
If you want to dive into this topic more, here are some additional resources: