Chapter 1: The Current State of Documentation

Documentation should cater primarily to the end users, rather than just fulfilling company or regulatory requirements. Despite the shift towards digitization placing users at the forefront, this principle has yet to fully apply to documentation practices in large organizations. Why is this the case?

Consider these common scenarios:

“Please review the (900-page) document attached. Regards, your compliance team.”

“Attached is the latest version of document XYZ. Please confirm you’ve noted the updates. Regards, your supervisor.”

Or even worse, receiving a new version of document XYZ in a physical booklet via mail.

These statements are all too familiar in the professional world. While digitization aims to center around the user, documentation practices in large organizations often lag behind.

Section 1.1: Reasons for Ineffective Documentation

Reason 1: Convenience for Editors

In large companies, editing teams are typically quite small compared to the vast number of end users. However, they wield significant influence as they control the format and design of the documents that reach users. Often composed of senior members, these teams manage intricate documents like regulations and technical manuals. Many of these documents, some dating back to the 1980s, are updated repeatedly while maintaining their original structure.

Despite advancements in digitization, the focus has shifted towards enhancing editing efficiency rather than end-user accessibility. Consequently, the outdated formats of these long-standing documents persist, often to the detriment of users.

Reason 2: Regulatory Compliance

In highly regulated sectors, companies must submit their documentation, including process guidelines and technical manuals, to authorities for approval before distribution. Unfortunately, many of these agencies are slow and conservative, typically requesting documents in traditional formats like paper or PDFs. This reliance on outdated methods complicates the presentation of information, particularly for documents that have undergone numerous updates.

Reason 3: Organizational Inertia

Even aside from regulatory constraints, large organizations often exhibit a conservative approach to change. Transforming processes and tools can be a slow and challenging endeavor, taking years to implement. Given the current economic instability and geopolitical challenges, documentation modernization tends to be a low priority. However, many overlook the fact that updating documentation could facilitate easier adaptation to these evolving circumstances.

Section 1.2: Solutions to Improve Documentation

So, what can be done to address these issues?

While there isn't a one-size-fits-all solution, one effective strategy is to modularize information. This approach transforms the documentation process by breaking down traditional documents into manageable blocks.

Instead of sending out lengthy documents like the infamous 900-page manuals, information can be filtered according to user needs. This means that users receive only the relevant details they require for specific tasks, significantly reducing the risk of information overload and enhancing the overall user experience.

Moreover, modularization allows for varying levels of detail to be presented across different platforms. For instance, while an authority might need a comprehensive PDF export, a frontline worker may only require a concise version suitable for their mobile device.

Conclusion: Lessons from Everyday Life

To illustrate the importance of a user-first approach, consider a real-life example involving my young son. He is eager to learn the trumpet, yet it is commonly believed that children should wait until 4th grade to start playing brass instruments. The reason for this is the lack of available music literature tailored for young brass players.

Ultimately, it's crucial to prioritize the end user in any documentation strategy. Navigating the complexities of business during challenging times requires a long-term perspective and adaptability.

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Chapter 2: Understanding Effective Documentation Practices

The first video titled "DON'T SIGN THAT! How to sign on behalf of a company the RIGHT WAY" provides essential guidelines on proper documentation practices in a corporate setting.

The second video, "Using Power BI reports from an end user perspective (2021)," offers insights on how end users can effectively interact with Power BI reports, showcasing the importance of user-centric documentation in the digital age.