Documentation Overhaul.
New Relic. CSE-IT.
Purpose.
I have completed a similar project at three of my positions, but I will reference those in the following:
New Relic
The documentation system for the Customer Success Engineering team was difficult to parse and had a number of dead ends, outdated documents, and confusing names. The folders that held this information needed to be reorganized and reviewed.
CSE-IT
At the University’s College of Science and Engineering IT, much of the documentation was kept in various spaces, with no editing audits. There were a number of documents that were very out of date, and many more that needed centralization.
Tasks.
New Relic
Wrote project proposal and presented it to leadership.
Created and indexed a spreadsheet with all documentation and plans for its reorganization.
Lead project meetings determining agenda, delegating tasks, and planning updates.
Communicated with team about changes.
Implemented edits and reorganization.
CSE-IT
Cataloged all documentation over multiple sources.
Lead meetings with knowledge team as well as interviewed subject matter experts to review, remove, and update hundreds of documents.
Created a new automated auditing system for continued improvement.
Centralized all knowledge, including knowledge that needed to remain public, by singlehandedly crafting an intranet for CSE-IT that included the service catalog, links to all knowledge sources, software and tool shortcuts, and updates from the leadership team.
Determined and planned for a second phase for the project to further institute knowledge management.
Results.
New Relic
Our team hand a newly organized folder system with a clear organization system and no empty placeholder folders. It became far easier to navigate to the documentation you were looking for and lead to further improvements down the line of previously lost resources.
CSE-IT
The systems and functions I established brought a sense of order into what was previously in disarray. Though I left the position before implementing the second phase of my plan, I still hear from former coworkers that my knowledge management has helped immensely and continues to allow information to be found much more rapidly than it was previously.