Make practical know-how easier to pass on.
Ask experienced colleagues how they handle a specific task. Capture the steps and the decisions that matter when the written procedure does not tell the whole story.
Begin with a task
Pick one routine, decision or handover. Ask the person to walk through a recent example, including what they noticed and why they chose one option over another.
Capture the exception
Ask when the usual approach stops working and what cues tell an experienced person to change course. The exceptions are often what a newcomer needs to see.
Review it with the people who use it
Check the account with someone familiar with the work. Agree what should become a short guide, a checklist or a topic for a live walkthrough.
Getting started