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Stop losing expertise when people leave.\n\n## Phase 1: Knowledge Audit\n\n### Current State Assessment\n\nScore each dimension 1-5 (1=nonexistent, 5=excellent):\n\n| Dimension | Score | Evidence |\n|-----------|-------|----------|\n| Documentation coverage | | % of processes documented |\n| Findability | | Can new hire find answers in <5 min? |\n| Freshness | | % of docs updated in last 6 months |\n| Contribution culture | | % of team actively contributing |\n| Onboarding effectiveness | | Time to productivity for new hires |\n| Knowledge retention | | Impact when someone leaves |\n| Cross-team sharing | | Teams accessing other teams' knowledge |\n\n**Total Score: ___/35**\n\nInterpretation:\n- 28-35: Mature — optimize and maintain\n- 21-27: Developing — fill gaps systematically\n- 14-20: Basic — needs foundational work\n- 7-13: Critical — knowledge is at risk\n\n### Knowledge Risk Register\n\n```yaml\nknowledge_risk:\n  single_points_of_failure:\n    - person: \"[Name]\"\n      unique_knowledge: \"[What only they know]\"\n      risk_if_leaves: \"high|medium|low\"\n      extraction_priority: 1\n      extraction_method: \"interview|shadowing|recording|pair-work\"\n  \n  undocumented_processes:\n    - process: \"[Name]\"\n      frequency: \"daily|weekly|monthly|quarterly\"\n      complexity: \"high|medium|low\"\n      current_owner: \"[Name]\"\n      documentation_priority: 1\n  \n  tribal_knowledge:\n    - topic: \"[What people 'just know']\"\n      holders: [\"[Name1]\", \"[Name2]\"]\n      impact_area: \"[What breaks without it]\"\n      capture_method: \"interview|workshop|write-up\"\n```\n\n### Knowledge Extraction Interview Guide\n\nFor each single-point-of-failure person:\n\n1. **Context**: \"I'm documenting [X] so the team isn't dependent on any one person. This protects you too — less interruptions.\"\n2. **Process walk**: \"Walk me through [X] from start to finish. I'll record/note.\"\n3. **Decision points**: \"Where do you make judgment calls? What factors do you consider?\"\n4. **Edge cases**: \"What are the weird situations that come up? How do you handle them?\"\n5. **Tools & access**: \"What tools, credentials, or access do you need?\"\n6. **History**: \"Why is it done this way? What was tried before?\"\n7. **Gotchas**: \"What are the things that trip people up?\"\n\n**Output format**: Write up as a runbook (see Phase 3 templates).\n\n---\n\n## Phase 2: Knowledge Architecture\n\n### Taxonomy Design\n\n```yaml\nknowledge_taxonomy:\n  # Level 1: Knowledge Types\n  types:\n    how_to:\n      description: \"Step-by-step procedures and guides\"\n      examples: [\"Deploy to production\", \"Process a refund\", \"Set up dev environment\"]\n      template: \"runbook\"\n      \n    reference:\n      description: \"Facts, specs, configurations to look up\"\n      examples: [\"API endpoints\", \"Config values\", \"Vendor contacts\", \"Pricing tables\"]\n      template: \"reference_doc\"\n      \n    explanation:\n      description: \"Why things work the way they do\"\n      examples: [\"Architecture decisions\", \"Policy rationale\", \"Historical context\"]\n      template: \"explainer\"\n      \n    decision:\n      description: \"How to make specific judgment calls\"\n      examples: [\"Escalation criteria\", \"Approval thresholds\", \"Priority frameworks\"]\n      template: \"decision_tree\"\n      \n    troubleshooting:\n      description: \"Diagnosis and fix for known problems\"\n      examples: [\"Error codes\", \"Common failures\", \"Debug procedures\"]\n      template: \"troubleshooting_guide\"\n\n  # Level 2: Domains (customize per org)\n  domains:\n    - engineering\n    - product\n    - sales\n    - operations\n    - finance\n    - hr_people\n    - customer_success\n    - security\n    - legal_compliance\n\n  # Level 3: Topics (within each domain)\n  # Example for engineering:\n  engineering_topics:\n    - architecture\n    - deployment\n    - monitoring\n    - incident_response\n    - development_workflow\n    - testing\n    - security\n    - infrastructure\n```\n\n### Information Architecture Rules\n\n1. **Maximum 3 levels deep** — if deeper, reorganize\n2. **One canonical location per topic** — link, don't duplicate\n3. **Every page has an owner** — no orphan docs\n4. **Every page has a freshness date** — reviewed within 6 months or flagged\n5. **Cross-references over duplication** — \"See [X]\" beats copy-paste\n6. **Search-first design** — assume people search, not browse\n\n### Naming Conventions\n\n```\n[DOMAIN]-[TYPE]-[TOPIC]-[SPECIFICS]\n\nExamples:\neng-howto-deploy-production\neng-ref-api-endpoints-v3\nsales-decision-pricing-enterprise\nops-troubleshoot-billing-failed-charges\nproduct-explain-auth-architecture\n```\n\n### Navigation Structure\n\n```yaml\nknowledge_base:\n  homepage:\n    - quick_links:  # Top 10 most-accessed pages\n    - recently_updated:  # Last 10 changes\n    - needs_review:  # Stale docs flagged\n    \n  by_audience:\n    new_hire: \"[Onboarding path → essential reading list]\"\n    engineer: \"[Dev setup → architecture → deployment → debugging]\"\n    manager: \"[Policies → processes → templates → reports]\"\n    customer_facing: \"[Product knowledge → troubleshooting → escalation]\"\n    \n  by_domain: \"[Taxonomy Level 2 domains]\"\n  by_type: \"[How-to | Reference | Explanations | Decisions | Troubleshooting]\"\n```\n\n---\n\n## Phase 3: Document Templates\n\n### Runbook Template (How-To)\n\n```markdown\n# [Title]: [Action verb] + [Object]\n\n**Owner:** [Name]  \n**Last verified:** [YYYY-MM-DD]  \n**Estimated time:** [X minutes]  \n**Difficulty:** Easy | Medium | Advanced  \n\n## Prerequisites\n- [ ] [Access/tool/permission needed]\n- [ ] [Knowledge assumed]\n\n## Steps\n\n### 1. [First action]\n[Specific instruction with exact commands, clicks, or actions]\n\n> ⚠️ [Warning about common mistake at this step]\n\n### 2. [Second action]\n[Instructions]\n\n**Expected result:** [What you should see/get]\n\n### 3. [Continue...]\n\n## Verification\n- [ ] [How to confirm it worked]\n- [ ] [What to check]\n\n## Troubleshooting\n| Problem | Likely Cause | Fix |\n|---------|-------------|-----|\n| [Symptom] | [Why] | [Steps] |\n\n## Related\n- [Link to related runbook]\n- [Link to reference doc]\n```\n\n### Reference Document Template\n\n```markdown\n# [Subject] Reference\n\n**Owner:** [Name]  \n**Last verified:** [YYYY-MM-DD]  \n**Scope:** [What this covers and doesn't cover]\n\n## Overview\n[1-2 sentence summary of what this reference contains]\n\n## [Main content organized as tables, lists, or structured data]\n\n| Item | Value | Notes |\n|------|-------|-------|\n| | | |\n\n## Quick Lookup\n[Most frequently needed items at the top]\n\n## Change Log\n| Date | Change | By |\n|------|--------|-----|\n| | | |\n```\n\n### Architecture Decision Record (ADR)\n\n```markdown\n# ADR-[NNN]: [Title]\n\n**Status:** Proposed | Accepted | Deprecated | Superseded by ADR-[NNN]  \n**Date:** [YYYY-MM-DD]  \n**Deciders:** [Names]  \n\n## Context\n[What situation or problem prompted this decision?]\n\n## Decision\n[What was decided and why?]\n\n## Alternatives Considered\n| Option | Pros | Cons | Why rejected |\n|--------|------|------|-------------|\n| [A] | | | |\n| [B] | | | |\n\n## Consequences\n- **Positive:** [Benefits]\n- **Negative:** [Tradeoffs accepted]\n- **Risks:** [What could go wrong]\n\n## Review Date\n[When should this be revisited?]\n```\n\n### Troubleshooting Guide Template\n\n```markdown\n# Troubleshooting: [System/Process Name]\n\n**Owner:** [Name]  \n**Last verified:** [YYYY-MM-DD]\n\n## Quick Diagnostic\n\n```\n[Flowchart as text]\nIs [X] happening? \n  → YES: Go to Problem A\n  → NO: Is [Y] happening?\n    → YES: Go to Problem B\n    → NO: Go to Problem C\n```\n\n## Problem A: [Symptom Description]\n\n**Likely causes (in order of probability):**\n1. [Most common cause]\n2. [Second most common]\n3. [Rare but possible]\n\n**Fix for Cause 1:**\n[Step-by-step resolution]\n\n**Fix for Cause 2:**\n[Step-by-step resolution]\n\n**Escalation:** If none of the above work → [who to contact, what info to provide]\n\n## Problem B: [Next symptom]\n[Same structure]\n```\n\n### Decision Tree Template\n\n```markdown\n# Decision Guide: [Topic]\n\n**Owner:** [Name]  \n**Last verified:** [YYYY-MM-DD]\n\n## When to use this guide\n[Situation that triggers this decision]\n\n## Decision Flow\n\n### Step 1: [First question]\n- **If [condition A]** → [Action/next step]\n- **If [condition B]** → [Action/next step]\n- **If unsure** → [Default action or escalation]\n\n### Step 2: [Second question based on Step 1 answer]\n[Continue branching]\n\n## Override conditions\n[When to ignore this guide and escalate instead]\n\n## Examples\n| Scenario | Decision | Reasoning |\n|----------|----------|-----------|\n| [Real example] | [What was decided] | [Why] |\n```\n\n---\n\n## Phase 4: Contribution System\n\n### Writing Standards\n\n**The 4C Test** (every document must pass all four):\n1. **Clear** — Would a new hire understand this? No jargon without definitions.\n2. **Correct** — Has this been verified by doing/testing? Not from memory.\n3. **Current** — Does this reflect how things work TODAY? Not 6 months ago.\n4. **Concise** — Can anything be cut without losing meaning? Cut it.\n\n**Formatting rules:**\n- Headers: action-oriented (\"Deploy to Production\" not \"Production Deployment\")\n- Steps: numbered, one action per step, imperative mood\n- Warnings: callout boxes, before the step (not after)\n- Code/commands: exact, copy-pasteable, tested\n- Screenshots: only if truly needed (they go stale fast)\n- Links: to canonical sources, never paste full URLs inline\n\n### Contribution Workflow\n\n```yaml\ncontribution_workflow:\n  create:\n    trigger: \"New knowledge identified (incident learnings, process change, new tool)\"\n    steps:\n      - choose_template: \"Match content type to template\"\n      - draft: \"Write using template structure\"\n      - self_review: \"Run 4C Test checklist\"\n      - peer_review: \"SME validates accuracy\"\n      - publish: \"Add to knowledge base in correct location\"\n      - announce: \"Notify relevant teams/channels\"\n    \n  update:\n    trigger: \"Existing doc is wrong, incomplete, or stale\"\n    steps:\n      - flag: \"Mark as needs-update with reason\"\n      - update: \"Make changes, update 'Last verified' date\"\n      - review: \"If significant change, get peer review\"\n      - publish: \"Update in place\"\n      - notify: \"If behavioral change, announce\"\n    \n  retire:\n    trigger: \"Doc no longer relevant (deprecated system, changed process)\"\n    steps:\n      - mark: \"Status: Deprecated, add redirect to replacement\"\n      - archive: \"Move to archive after 30 days\"\n      - redirect: \"Ensure all links point to replacement\"\n```\n\n### Incentivizing Contributions\n\n**Making it easy (remove friction):**\n- Templates pre-filled with structure\n- \"Quick capture\" channel — dump raw notes, someone structures later\n- Post-incident: \"What would have helped?\" → becomes a doc\n- Post-onboarding: new hire documents what was confusing\n- Meeting notes → action items include \"document [X]\"\n\n**Making it visible (social proof):**\n- Monthly \"top contributors\" shoutout\n- \"Docs champion\" rotating role — each sprint, one person owns doc health\n- Include documentation in performance criteria\n- Knowledge sharing in team meetings (5-min \"TIL\" segment)\n\n**Making it expected (cultural norms):**\n- \"If you answered a question twice, write it down\"\n- PR template includes \"Documentation updated? Y/N\"\n- Incident postmortem includes \"Docs to create/update\"\n- Onboarding feedback includes \"What couldn't you find?\"\n\n---\n\n## Phase 5: Search & Discovery\n\n### Search Optimization\n\n**Every document should be findable by:**\n1. **Title** — descriptive, includes key terms\n2. **Tags** — domain, type, audience, technology\n3. **Synonyms** — include alternate terms people might search\n4. **Problem description** — \"When [X] happens\" phrasing\n\n**Tag schema:**\n```yaml\ndocument_tags:\n  domain: \"[engineering|product|sales|ops|finance|hr|cs|security|legal]\"\n  type: \"[howto|reference|explanation|decision|troubleshooting]\"\n  audience: \"[all|engineering|management|customer-facing|new-hire]\"\n  technology: \"[list relevant tools/systems]\"\n  status: \"[current|needs-review|deprecated]\"\n  difficulty: \"[beginner|intermediate|advanced]\"\n```\n\n### Discovery Mechanisms\n\n1. **Contextual links** — Related docs linked at bottom of every page\n2. **FAQ collections** — Per-domain \"frequently asked\" with links to full docs\n3. **Onboarding paths** — Curated reading lists by role\n4. **Slack/chat bot** — \"Ask the KB\" — searches and returns relevant docs\n5. **Weekly digest** — \"New & updated docs this week\" email/message\n6. **Error-page links** — Application errors link to troubleshooting docs\n\n### Quality Signals\n\nPrioritize search results by:\n- **Freshness** — Recently updated > stale\n- **Verification** — Peer-reviewed > unreviewed\n- **Usage** — Frequently accessed > rarely accessed\n- **Completeness** — Fully structured > quick notes\n\n---\n\n## Phase 6: Knowledge Capture Workflows\n\n### Post-Incident Knowledge Capture\n\nAfter every incident:\n1. **Immediate** (within 24h): Raw timeline and resolution steps\n2. **Postmortem** (within 5 days): Root cause, contributing factors, action items\n3. **Knowledge extraction** (within 10 days):\n   - New troubleshooting guide? → Create from postmortem\n   - New runbook needed? → Create from resolution steps\n   - Existing doc wrong? → Update with correct information\n   - Architecture decision needed? → Write ADR\n   - Monitoring gap? → Document what to monitor\n\n### Post-Meeting Knowledge Capture\n\nMeeting types that MUST produce knowledge artifacts:\n- **Architecture review** → ADR\n- **Process change** → Updated runbook\n- **Strategy decision** → Decision record\n- **Customer feedback pattern** → Product knowledge update\n- **Retrospective** → Process improvement doc\n\n### New Employee Knowledge Capture\n\n**First 30 days — new hire documents:**\n- What was confusing during onboarding\n- Questions that weren't answered by existing docs\n- Things that were wrong in existing docs\n- Suggestions for improvement\n\n**Template for new hire feedback:**\n```yaml\nonboarding_feedback:\n  week: \"[1|2|3|4]\"\n  couldnt_find: \n    - topic: \"[What they looked for]\"\n      where_looked: \"[Where they searched]\"\n      how_resolved: \"[Asked someone? Found eventually? Still unclear?]\"\n  wrong_or_outdated:\n    - doc: \"[Which document]\"\n      issue: \"[What's wrong]\"\n  suggestions:\n    - \"[Free text improvements]\"\n```\n\n### Exit Knowledge Transfer\n\nWhen someone is leaving:\n1. **Identify unique knowledge** — What do they know that no one else does?\n2. **Schedule extraction sessions** — 1-2 hours per major topic area\n3. **Record if possible** — Video walkthroughs of complex processes\n4. **Pair them** — Have successor shadow for final 2 weeks\n5. **Review their authored docs** — Are they complete? Assign new owners\n6. **Document tribal knowledge** — \"Why\" questions only they can answer\n\n---\n\n## Phase 7: Maintenance & Freshness\n\n### Freshness Policy\n\n```yaml\nfreshness_policy:\n  review_frequency:\n    critical_operations: \"quarterly\"  # Deployment, incident response, security\n    standard_processes: \"semi-annually\"  # Regular workflows\n    reference_docs: \"annually\"  # Specs, contacts, architecture\n    explanations: \"annually\"  # Background, history, rationale\n    \n  review_process:\n    - owner_notified: \"2 weeks before due date\"\n    - review_actions:\n        - verify: \"Is this still accurate? Test/confirm.\"\n        - update: \"Fix any outdated information\"\n        - stamp: \"Update 'Last verified' date\"\n        - skip: \"If can't review, reassign or flag\"\n    - escalation: \"Unreviewed after 30 days → manager notified\"\n    - stale_threshold: \"2x review period without update → flagged as stale\"\n```\n\n### Content Health Dashboard\n\n```yaml\nkb_health:\n  date: \"[YYYY-MM-DD]\"\n  \n  coverage:\n    total_documents: 0\n    by_type:\n      howto: 0\n      reference: 0\n      explanation: 0\n      decision: 0\n      troubleshooting: 0\n    by_domain: {}\n    gaps_identified: []\n    \n  freshness:\n    current: 0  # Reviewed within policy\n    needs_review: 0  # Due for review\n    stale: 0  # Past review deadline\n    deprecated: 0\n    freshness_rate: \"0%\"  # current / (current + needs_review + stale)\n    \n  quality:\n    peer_reviewed: \"0%\"\n    using_templates: \"0%\"\n    has_owner: \"0%\"\n    has_tags: \"0%\"\n    \n  usage:\n    searches_per_week: 0\n    failed_searches: 0  # Searches with no results\n    top_10_pages: []\n    pages_never_accessed: 0\n    \n  contribution:\n    docs_created_this_month: 0\n    docs_updated_this_month: 0\n    unique_contributors: 0\n    contribution_rate: \"0%\"  # contributors / total team size\n```\n\n### Quarterly Knowledge Review\n\n**Agenda (60 min):**\n1. Dashboard review (10 min) — health metrics trend\n2. Gap analysis (15 min) — what's missing? What questions keep being asked?\n3. Stale doc triage (15 min) — update, deprecate, or reassign owners\n4. Failed searches review (10 min) — what are people searching for and not finding?\n5. Process improvements (10 min) — what's working, what isn't?\n\n---\n\n## Phase 8: Knowledge-Driven Automation\n\n### Automated Knowledge Triggers\n\n```yaml\nautomation_triggers:\n  incident_resolved:\n    action: \"Create task: 'Write troubleshooting guide for [incident title]'\"\n    assignee: \"Incident commander\"\n    due: \"+10 days\"\n    \n  new_hire_started:\n    action: \"Generate personalized onboarding reading list from KB by role\"\n    \n  doc_stale:\n    action: \"Notify owner, CC manager if unreviewed after 14 days\"\n    \n  repeated_question:\n    threshold: \"Same question asked 3+ times in support/Slack\"\n    action: \"Create task: 'Document answer to [question]'\"\n    \n  process_changed:\n    trigger: \"PR merged that changes workflow/process\"\n    action: \"Check if related docs need updating, create task if yes\"\n    \n  failed_search:\n    threshold: \"Same search term fails 5+ times/week\"\n    action: \"Flag as gap, create task to write missing doc\"\n```\n\n### Knowledge-Powered Chatbot Design\n\n```yaml\nkb_chatbot:\n  flow:\n    1_receive_question: \"User asks in designated channel\"\n    2_search: \"Semantic search across KB\"\n    3_respond:\n      found_match: \"Return relevant doc link + summary\"\n      partial_match: \"Return closest docs + 'Did you mean...?'\"\n      no_match: \"Log as gap, route to human expert, create doc task\"\n    4_feedback: \"Was this helpful? 👍/👎\"\n    5_improve: \"Use feedback to tune search, identify doc improvements\"\n    \n  sources:\n    - knowledge_base_docs\n    - slack_saved_answers  # Curated from Slack threads\n    - incident_postmortems\n    - meeting_notes_tagged_as_knowledge\n```\n\n---\n\n## Phase 9: Cross-Team Knowledge Sharing\n\n### Knowledge Sharing Mechanisms\n\n| Mechanism | Frequency | Format | Audience |\n|-----------|-----------|--------|----------|\n| \"TIL\" channel | Daily | Short post (1-3 sentences + link) | All |\n| Brown bag lunch | Bi-weekly | 20-min presentation + Q&A | Cross-team |\n| Architecture review | Monthly | 45-min deep dive + ADR | Engineering |\n| Customer insight share | Monthly | Top 5 patterns + implications | Product + CS + Sales |\n| Postmortem review | Per incident | Written + optional walkthrough | Engineering + ops |\n| New tool/technique demo | As needed | 15-min demo + doc link | Relevant teams |\n| Quarterly knowledge review | Quarterly | Dashboard + gap analysis | Leadership |\n\n### Cross-Team Knowledge Map\n\n```yaml\nknowledge_map:\n  engineering:\n    produces: [\"Architecture docs\", \"Runbooks\", \"API specs\", \"ADRs\"]\n    consumes_from:\n      product: [\"PRDs\", \"User research\", \"Roadmap\"]\n      customer_success: [\"Bug patterns\", \"Feature requests\", \"Usage data\"]\n      sales: [\"Technical requirements\", \"Integration needs\"]\n      \n  product:\n    produces: [\"PRDs\", \"User research\", \"Roadmap\", \"Release notes\"]\n    consumes_from:\n      engineering: [\"Technical feasibility\", \"Architecture constraints\"]\n      customer_success: [\"Feature requests\", \"Churn reasons\"]\n      sales: [\"Deal requirements\", \"Competitive intel\"]\n      \n  customer_success:\n    produces: [\"FAQ\", \"Troubleshooting guides\", \"Best practices\"]\n    consumes_from:\n      engineering: [\"Release notes\", \"Known issues\"]\n      product: [\"Feature docs\", \"Roadmap\"]\n      \n  sales:\n    produces: [\"Battlecards\", \"Competitive intel\", \"Use case docs\"]\n    consumes_from:\n      product: [\"Feature docs\", \"Roadmap\", \"Pricing\"]\n      customer_success: [\"Case studies\", \"Success metrics\"]\n      engineering: [\"Technical capabilities\", \"Integration docs\"]\n```\n\n---\n\n## Phase 10: Metrics & ROI\n\n### Knowledge Management KPIs\n\n| Metric | Target | Measurement |\n|--------|--------|-------------|\n| Time to answer | <5 min for documented topics | Sample timing tests |\n| New hire time to productivity | Reduce by 30% | First solo task date |\n| Repeated questions | Decrease 50% in 6 months | Support ticket analysis |\n| Doc coverage | >80% of critical processes | Audit against process list |\n| Freshness rate | >85% within review policy | Dashboard metric |\n| Contribution rate | >40% of team contributing monthly | Contributor count |\n| Search success rate | >80% find what they need | Search analytics |\n| Failed search rate | <10% of searches | Search analytics |\n| Knowledge reuse | >60% of team using KB weekly | Usage analytics |\n\n### ROI Calculation\n\n```\nKnowledge Management ROI:\n\nTime Saved:\n  Reduced question-answering = [hours/week] × [avg hourly cost] × 52\n  Faster onboarding = [weeks saved] × [new hires/year] × [weekly cost]\n  Faster incident resolution = [hours saved/incident] × [incidents/year] × [hourly cost]\n  \nRisk Reduced:\n  Key person dependency = [probability of departure] × [knowledge reconstruction cost]\n  Compliance documentation = [audit prep hours saved] × [hourly cost]\n  \nQuality Improved:\n  Fewer repeated mistakes = [error rate reduction] × [cost per error]\n  Consistent processes = [variance reduction] × [rework cost]\n  \nTotal Annual Value = Time Saved + Risk Reduced + Quality Improved\nInvestment = Tool cost + Time spent maintaining KB + Training\nROI = (Total Annual Value - Investment) / Investment × 100\n```\n\n---\n\n## Phase 11: Scoring & Quality\n\n### Document Quality Rubric (0-100)\n\n| Dimension | Weight | 0-2 (Poor) | 3-5 (Adequate) | 6-8 (Good) | 9-10 (Excellent) |\n|-----------|--------|------------|-----------------|-------------|-------------------|\n| Accuracy | 20% | Unverified, possibly wrong | Mostly correct | Verified, accurate | Tested, peer-reviewed |\n| Completeness | 15% | Major gaps | Covers basics | Comprehensive | Edge cases included |\n| Clarity | 15% | Confusing, jargon-heavy | Understandable | Clear, well-structured | A new hire gets it |\n| Findability | 10% | No tags, bad title | Some tags | Good tags, clear title | Synonyms, cross-refs |\n| Freshness | 15% | >12 months stale | Within annual review | Within semi-annual | Within quarterly |\n| Template compliance | 10% | No structure | Partial template | Full template | Template + extras |\n| Actionability | 10% | Theory only | Some steps | Clear steps | Copy-paste ready |\n| Ownership | 5% | No owner | Owner assigned | Owner active | Owner + backup |\n\n**Score interpretation:**\n- 90-100: Exemplary — reference model for other docs\n- 75-89: Good — meets standards\n- 60-74: Acceptable — needs minor improvements\n- 40-59: Below standard — needs significant work\n- 0-39: Critical — rewrite from scratch\n\n### Knowledge Base Health Score (0-100)\n\n| Dimension | Weight | Metric |\n|-----------|--------|--------|\n| Coverage | 20% | % of critical processes documented |\n| Freshness | 20% | % of docs within review policy |\n| Quality | 15% | Average document quality score |\n| Usage | 15% | % of team using KB weekly |\n| Contribution | 15% | % of team contributing monthly |\n| Search effectiveness | 15% | % of searches finding results |\n\n---\n\n## Edge Cases\n\n### Small Team (<10 people)\n- Start with a single shared doc/wiki, not a full KB platform\n- Focus on: runbooks for critical processes, onboarding guide, decision log\n- One person owns KB health (part-time, not full-time)\n- Review quarterly, not monthly\n\n### Remote/Distributed Teams\n- Default to written over verbal knowledge sharing\n- Record important meetings/decisions (not all meetings)\n- Async-first: every decision documented, not just discussed\n- Time zone coverage: ensure docs cover \"what to do when the expert is asleep\"\n\n### Rapid Growth (Doubling in 6 months)\n- Prioritize onboarding docs above all else\n- Implement \"new hire documents what they learn\" from day 1\n- Assign knowledge buddies — each new person paired with a doc mentor\n- Weekly new-hire cohort Q&A → captured and documented\n\n### Regulated Industry\n- Map compliance requirements to documentation requirements\n- Version control with audit trail (who changed what, when)\n- Approval workflows for regulated content\n- Retention policies aligned with regulations\n\n### Post-Merger/Acquisition\n- Map both organizations' knowledge structures\n- Identify overlaps and gaps\n- Prioritize: \"how do we work NOW\" docs over historical\n- Freeze archives of legacy systems/processes\n\n### Migrating from Scattered Docs\n- Don't try to migrate everything — start fresh with new structure\n- Import only: still-accurate, frequently-used docs\n- Redirect old locations to new ones\n- Set a sunset date for old system\n- \"If it's not in the new KB, it doesn't exist\" (after migration period)\n\n---\n\n## Natural Language Commands\n\n| Command | Action |\n|---------|--------|\n| \"Audit our knowledge management\" | Run Phase 1 assessment, generate risk register |\n| \"Design our KB structure\" | Create taxonomy and navigation architecture |\n| \"Write a runbook for [X]\" | Generate using runbook template |\n| \"Write an ADR for [X]\" | Generate architecture decision record |\n| \"Create a troubleshooting guide for [X]\" | Generate using troubleshooting template |\n| \"Review KB health\" | Generate health dashboard and identify gaps |\n| \"Plan knowledge extraction for [person]\" | Generate interview guide and schedule |\n| \"Set up freshness tracking\" | Create review schedule and notification rules |\n| \"Design onboarding knowledge path for [role]\" | Curate reading list from KB |\n| \"Analyze failed searches\" | Review search gaps and create tasks |\n| \"Generate quarterly KB report\" | Full metrics dashboard with recommendations |\n| \"Plan KB migration from [source]\" | Create migration plan with prioritization |\n","readmeExcerpt":"Knowledge Management System Turn tribal knowledge into searchable, maintained organizational intelligence. Stop losing expertise when people leave. Phase 1: Knowledge Audit Current State Assessment Score each dimension 1-5 (1=nonexistent, 5=excellent): | Dimension | Score | Evidence | |-----------|-------|----------| | Documentation coverage | | % of processes documented | | Findability | | Can new hire find answers ","codeSnippets":[],"executableExamples":[{"language":"yaml","snippet":"knowledge_risk:\n  single_points_of_failure:\n    - person: \"[Name]\"\n      unique_knowledge: \"[What only they know]\"\n      risk_if_leaves: \"high|medium|low\"\n      extraction_priority: 1\n      extraction_method: \"interview|shadowing|recording|pair-work\"\n  \n  undocumented_processes:\n    - process: \"[Name]\"\n      frequency: \"daily|weekly|monthly|quarterly\"\n      complexity: \"high|medium|low\"\n      current_owner: \"[Name]\"\n      documentation_priority: 1\n  \n  tribal_knowledge:\n    - topic: \"[What people 'just know']\"\n      holders: [\"[Name1]\", \"[Name2]\"]\n      impact_area: \"[What breaks without it]\"\n      capture_method: \"interview|workshop|write-up\""},{"language":"yaml","snippet":"knowledge_taxonomy:\n  # Level 1: Knowledge Types\n  types:\n    how_to:\n      description: \"Step-by-step procedures and guides\"\n      examples: [\"Deploy to production\", \"Process a refund\", \"Set up dev environment\"]\n      template: \"runbook\"\n      \n    reference:\n      description: \"Facts, specs, configurations to look up\"\n      examples: [\"API endpoints\", \"Config values\", \"Vendor contacts\", \"Pricing tables\"]\n      template: \"reference_doc\"\n      \n    explanation:\n      description: \"Why things work the way they do\"\n      examples: [\"Architecture decisions\", \"Policy rationale\", \"Historical context\"]\n      template: \"explainer\"\n      \n    decision:\n      description: \"How to make specific judgment calls\"\n      examples: [\"Escalation criteria\", \"Approval thresholds\", \"Priority frameworks\"]\n      template: \"decision_tree\"\n      \n    troubleshooting:\n      description: \"Diagnosis and fix for known problems\"\n      examples: [\"Error codes\", \"Common failures\", \"Debug procedures\"]\n      template: \"troubleshooting_guide\"\n\n  # Level 2: Domains (customize per org)\n  domains:\n    - engineering\n    - product\n    - sales\n    - operations\n    - finance\n    - hr_people\n    - customer_success\n    - security\n    - legal_compliance\n\n  # Level 3: Topics (within each domain)\n  # Example for engineering:\n  engineering_topics:\n    - architecture\n    - deployment\n    - monitoring\n    - incident_response\n    - development_workflow\n    - testing\n    - security\n    - infrastructure"},{"language":"text","snippet":"[DOMAIN]-[TYPE]-[TOPIC]-[SPECIFICS]\n\nExamples:\neng-howto-deploy-production\neng-ref-api-endpoints-v3\nsales-decision-pricing-enterprise\nops-troubleshoot-billing-failed-charges\nproduct-explain-auth-architecture"},{"language":"yaml","snippet":"knowledge_base:\n  homepage:\n    - quick_links:  # Top 10 most-accessed pages\n    - recently_updated:  # Last 10 changes\n    - needs_review:  # Stale docs flagged\n    \n  by_audience:\n    new_hire: \"[Onboarding path → essential reading list]\"\n    engineer: \"[Dev setup → architecture → deployment → debugging]\"\n    manager: \"[Policies → processes → templates → reports]\"\n    customer_facing: \"[Product knowledge → troubleshooting → escalation]\"\n    \n  by_domain: \"[Taxonomy Level 2 domains]\"\n  by_type: \"[How-to | Reference | Explanations | Decisions | Troubleshooting]\""},{"language":"markdown","snippet":"# [Title]: [Action verb] + [Object]\n\n**Owner:** [Name]  \n**Last verified:** [YYYY-MM-DD]  \n**Estimated time:** [X minutes]  \n**Difficulty:** Easy | Medium | Advanced  \n\n## Prerequisites\n- [ ] [Access/tool/permission needed]\n- [ ] [Knowledge assumed]\n\n## Steps\n\n### 1. [First action]\n[Specific instruction with exact commands, clicks, or actions]\n\n> ⚠️ [Warning about common mistake at this step]\n\n### 2. [Second action]\n[Instructions]\n\n**Expected result:** [What you should see/get]\n\n### 3. 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