You Wouldn’t Ship Code Without Version Control. Your SOPs Have None.
Ask any engineering team how they manage change to their codebase. You’ll get a confident answer. Version control, branches, pull requests, code review, a deployment pipeline, rollback if something breaks. Every change attributable to a person, a date, a reason. Now ask the same organisation how they manage change to their standard operating procedures. The […]
The Real Reason Nobody Deletes Old Documentation
Every knowledge base I’ve inherited has the same problem. Too much content, not too little. Hundreds of articles, several versions of the same procedure, material describing systems decommissioned years ago. Everyone agrees it needs cleaning up. Almost nobody actually does it. The interesting question is why, since the fix is obvious plus nobody’s arguing against […]
Every Knowledge Base Has These People
Spend enough years around documentation work, you start recognising the same characters in every organisation. Different industries, different platforms, same cast. None of them are difficult people. They’re all responding sensibly to incentives nobody designed on purpose. Recognising which one you’re dealing with tends to be more useful than any amount of governance policy. 📦 […]
Your Knowledge Base Isn’t Broken, Though Most of It Should Be Deleted
Nobody’s knowledge base has too little content. Every one I’ve inherited has too much, usually by a factor of about 3. Hundreds of articles, several versions of the same procedure, material describing a system that was decommissioned in 2021. The complaint is always that people don’t use it. The diagnosis is usually that it needs […]
Anyone Can Learn Confluence, Getting the Content Out of People Is the Real Job
You can teach someone the mechanics of a knowledge base in an afternoon. Spaces, page templates, permissions, a sensible folder structure. Within a few weeks, a capable person can build something that looks organised, professional, ready to fill. That’s the easy 20%. The other 80% is getting the actual content out of engineers, SMEs, business […]
🚀 How I Use Office 365 and AI to Create and Manage Technical Docs Better and Faster
Technical documentation is changing. It is no longer just about writing user guides and SOPs in Word and emailing them around. In 2025, the expectations are higher. Faster delivery.Live access.Searchable content.Collaborative editing.Smarter workflows. To meet those expectations, I use the full Microsoft Office 365 suite with AI built in. Word, Teams, SharePoint, Planner, and Copilot […]
🧰 The BA Toolkit: 12 Must-Have Tools for Business and Process Analysts in 2025
Business analysts and process analysts need more than just Word and Excel these days.Our roles have expanded—digital transformation, AI integration, and cross-functional collaboration mean we need smarter tools to do better work, faster. After 18+ years in the field, here’s my shortlist of tools that help me work smarter, map clearer, and keep projects on […]