Streamlining Our Documentation: A Unified Approach for IT Operations
Introduction
In today's fast-paced IT environment, information overload
is a constant challenge. Teams are juggling multiple document types, struggling
with version control, and ultimately losing valuable time searching for the
right resources. But what if there was a better way? Let’s explore how a
unified approach to documentation can transform your operations – boosting
efficiency and empowering your team.
The Problem – A Crisis in Documentation
“It was chaos,” Mark, our Senior Network Operations Center
Analyst, confessed with a sigh. “Documentation practices were inefficient and
fragmented, leading to low engagement and poor maintenance. The abundance of
document types—such as operational guides, system guides, user guides, job
aids, and run books—created confusion and discouraged employees from
documenting their work. We weren’t just struggling with volume; we were
battling a fundamental disconnect in how information was created, stored, and used.”
The core issue stemmed from the way IT Service Desk
personnel – whose roles demand rapid response – often bypassed comprehensive
documentation in favor of short-form knowledge base (KB) articles. These articles,
however, were stored in a separate system and frequently maintained without
input from technical writers, resulting in outdated and inconsistent
information. This created a vicious cycle: the need for quick answers led to
fragmented KB entries that further complicated finding accurate solutions.
This fragmented approach caused several critical issues:
·
Employees are unsure which document type to use
or what content is required. The sheer variety of options paralyzed users,
leading to hesitancy and ultimately, a reliance on informal methods.
·
Long-form documents become obsolete due to lack
of updates. With no central governance, valuable operational guides languished,
unused and out of date.
·
KB articles proliferate without
proper oversight. The KB repository exploded in size, becoming a chaotic source of
disconnected information.
·
Many resort to storing information in personal
tools like OneNote, further decentralizing knowledge. This created isolated
pockets of data, undermining any attempt at consistency or control.
Essentially, we were drowning in documentation because the evolution of our
documentation process was out of synch with how we operated.
The Turning Point – A Unified Solution
That’s where I stepped in – as a technical writer – with
an idea: a unified document template. We recognized that the solution wasn't
just about creating more templates; it was about fundamentally changing how we approached documentation. We proposed
building a central SharePoint Online hub, leveraging existing document type
templates and introducing a master template that would house common formatting
styles and auto-text blocks. The goal? To eliminate the confusion surrounding
document types and create a single source of truth for all our documentation.
Crucially, this addressed the KB issue by
providing a framework for creating concise, targeted articles that could then
be linked to from the master template.
We utilized MS Word’s Building Blocks and Auto Text to dynamically
populate document types – ensuring consistency while allowing for tailored
variations where needed. This wasn't about imposing rigid structures; it was
about creating a flexible foundation for efficient documentation.
Resolution
Within weeks, the entire organization began adopting the
unified template. The confusion vanished. The IT Service Desk team reported a
significant reduction in call resolution times – they could quickly find and
apply the correct procedures. The NOC team streamlined their incident response
processes, leading to faster problem identification and resolution. “It’s not
just about efficiency,” Mark concluded. “It's about empowering our teams to do
their best work.” We’ve since expanded the template library and continue to
refine it based on user feedback – a testament to the power of a
well-structured approach.
Guiding Principle
Content First, Structure Second—Clarity Always.
A unified document template is a tool for coherence, not
confinement. It provides a consistent framework for labeling and organizing
information, but it must never overshadow the primacy of the content itself.
The template exists to serve the message—not to define it. In every document,
the goal is to make meaning accessible, not to impose meaning through form.
Short Manifesto: The Unified Template Ethos
1.
Label with Purpose
Document type labels clarify intent and context. They are signposts—not
definitions.
2.
Structure with Integrity
Templates shape the flow of information, guiding readers without dictating
thought. They are scaffolds—not cages.
3.
Honor the Content
The essence of any document lies in its ideas. Content must remain
sovereign—unbound by format, free from dependency.
4.
Unify, Don’t Uniform
A unified template promotes harmony across documents, but never at the cost of
individuality. It is a shared language—not a single voice.
5.
Adapt and Evolve
Templates must grow with the needs of the content they support. Rigidity is the
enemy of relevance.
About the Author
Daryl Horton is a technical and creative writer who is
passionate about being creative. He has comprehensive training in business
information management, information systems management, and creative and
technical writing. Daryl has the knowledge and skills to help organizations
optimize their performance and maximize their potential. He spent several years
in a Knowledge Management PhD program at Walden University, nearly completing
it, but resigned from the program during his dissertation phase to pursue his
passion for creativity (http://www.abolitic.com/). Despite his love for
creativity, he often finds himself participating in groups where his technical
experiences add value.
You can find more information about Daryl Horton on his LinkedIn page at https://www.linkedin.com/in/darylhorton/.
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