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implementation

Documentation & Handover

Creating lasting documentation for technology systems and processes.

Implementation isn't complete until you've documented how everything works. Good documentation enables long-term success and business continuity.

Why Documentation Matters

Scenarios where documentation saves you:

  • New employee starts: Quick onboarding
  • You're on vacation: Team can manage
  • Something breaks: Faster troubleshooting
  • Vendor asks: "How is it configured?" You know immediately
  • Annual review: Remember why decisions were made
  • Years later: System still maintainable

Without documentation:

  • Knowledge locked in one person's head
  • Repeating same training
  • Can't troubleshoot independently
  • Difficult to hand off responsibilities
  • Business continuity risk

Types of Documentation

1. User Documentation

Audience: Day-to-day users Purpose: How to use the system

Includes:

  • Quick start guide
  • Common tasks (step-by-step)
  • Troubleshooting FAQ
  • Tips and shortcuts

2. Administrator Documentation

Audience: IT admin or system owner Purpose: How to manage and maintain

Includes:

  • System configuration
  • User management procedures
  • Backup/recovery procedures
  • Update process
  • Security settings

3. Technical Documentation

Audience: IT professionals, future you Purpose: How system is set up and integrated

Includes:

  • Architecture overview
  • Integration details
  • API configurations
  • Custom code/scripts
  • Vendor contacts

4. Process Documentation

Audience: Management and users Purpose: Business processes using the system

Includes:

  • Workflow diagrams
  • Approval processes
  • Reporting procedures
  • Exception handling

Creating User Documentation

Quick Start Guide (1-2 pages)

Template:

markdown 
# SOP: [Process Name]

## Purpose
[Why this process exists]

## Frequency
[How often / when triggered]

## Responsible
[Role/person]

## Steps
1. [Step with specific instructions]
2. [Step with specific instructions]
3. [Step with specific instructions]

## Quality Checks
- [ ] [Check 1]
- [ ] [Check 2]

## Common Issues
- [Issue]: [Solution]

Task-Based Guides

Format: One page per task Structure:

  • Task name (clear, action-oriented)
  • When you need to do this
  • Prerequisites
  • Step-by-step instructions (with screenshots)
  • Common issues and solutions
  • Related tasks

Example Tasks:

  • "How to Create a New Customer"
  • "How to Generate Monthly Report"
  • "How to Reset Your Password"

Troubleshooting FAQ

Format: Question and answer Start with: Issues from pilot test and rollout

Example:

markdown 
## Change Log

### 2024-12-15
- Updated login URL (system migration)
- Added new reporting feature
- Removed discontinued integration

### 2024-09-10
- Initial documentation created

Creating Technical Documentation

System Configuration Document

Template:

__CODE_BLOCK_6__

Integration Documentation

For each integration:

  • Systems connected
  • Why integrated
  • Authentication method
  • Data flow (what syncs, when, how)
  • Error handling
  • Testing procedure

Creating Process Documentation

Workflow Diagrams

Tool: Draw.io, Lucidchart, or even PowerPoint

Example: Invoice Approval Process

Customer Order → Create Invoice → Manager Review
    ↓ (Approved)
Send to Customer → Track Payment → Close

Include:

  • Who does what
  • Decision points
  • Exception handling
  • Timeline/SLA

Standard Operating Procedures (SOPs)

Format:

__CODE_BLOCK_6__

Documentation Best Practices

Keep It Simple

  • Short sentences
  • Active voice
  • Bullet points
  • Screenshots where helpful
  • No jargon (or explain it)

Make It Findable

  • Organized structure
  • Clear naming
  • Search functionality
  • Index/table of contents
  • Links between related docs

Keep It Current

  • Review quarterly
  • Update when systems change
  • Mark outdated sections
  • Version number and date
  • Assign owner for updates

Make It Accessible

  • Cloud storage (Google Drive, OneDrive)
  • Shared with relevant people
  • Backup copy
  • Mobile-friendly format
  • Print key documents

Documentation Structure

Suggested Folder Organization

Documentation/
├── User Guides/
│   ├── Quick Start.md
│   ├── Task Guide - Create Customer.md
│   ├── Task Guide - Generate Report.md
│   └── FAQ.md
├── Admin Guides/
│   ├── System Configuration.md
│   ├── User Management.md
│   └── Backup Procedures.md
├── Technical/
│   ├── Integration Details.md
│   ├── API Documentation.md
│   └── Custom Scripts.md
├── Processes/
│   ├── Invoice Approval Process.md
│   ├── Monthly Reporting SOP.md
│   └── Workflow Diagrams.pdf
└── Vendor Contacts/
    └── Support Information.md

Handover Checklist

When transitioning system responsibility:

Knowledge Transfer:

  • Overview session scheduled
  • System walk-through completed
  • All documentation reviewed
  • Admin access granted
  • Passwords shared (securely)

Documentation:

  • User guides up to date
  • Admin procedures documented
  • Technical details recorded
  • Vendor contacts listed
  • All logins documented

Testing:

  • New person can perform key admin tasks
  • Can access all necessary systems
  • Knows where documentation lives
  • Understands escalation path
  • Has practiced troubleshooting

Support:

  • Transition period defined (e.g., 2 weeks)
  • Shadowing opportunities scheduled
  • Previous owner available for questions
  • First major task supervised

Documentation Maintenance

Quarterly Review

  • Read through each document
  • Test procedures still work
  • Update screenshots if UI changed
  • Add new FAQs
  • Archive outdated content

Change Log

Track updates:

__CODE_BLOCK_7__

Assign Ownership

  • Each document has an owner
  • Owner responsible for accuracy
  • Review date in document
  • Reminder system for reviews

Documentation Tools

Simple (Recommended for Small Business)

  • Google Docs - Familiar, cloud-based, searchable
  • Microsoft Word + OneDrive - If using Microsoft 365
  • Markdown files + GitHub - For technical teams
  • Notion - User-friendly wiki

Advanced (For Larger Teams)

  • Confluence - Enterprise wiki
  • SharePoint - Microsoft ecosystem
  • GitBook - Technical documentation
  • Helpjuice - Knowledge base software

Start simple. Google Docs is fine for most small businesses.

Video Documentation

When to Create Videos:

  • Complex procedures
  • Visual processes
  • Screen-based tasks
  • Onboarding sequences

Tools:

  • Loom (free/paid) - Easy screen recording
  • OBS Studio (free) - More advanced
  • Zoom (if you have it) - Record meetings

Best Practices:

  • Keep under 5 minutes
  • Script beforehand
  • Clear audio (use headset mic)
  • Edit out mistakes
  • Add captions

Documentation Metrics

Measure Success:

  • Decrease in repeated questions
  • Faster new user onboarding
  • Reduced support ticket volume
  • Self-service success rate
  • User satisfaction with docs

If metrics not improving:

  • Documentation unclear
  • Not covering right topics
  • Hard to find
  • Not promoted/used

Handover Documentation Template

__CODE_BLOCK_8__

Next Steps

Documentation complete? Now focus on:

→ Maintaining Technology - Keep systems healthy → Updates & Patching - Stay current

Documentation is insurance against knowledge loss. Invest time now, save countless hours later.

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