The Work
The same incident shouldn’t require rediscovery every shift. When I solve something worth remembering, I write it down. That might be a quick troubleshooting guide, a configuration procedure, or a note about why we do things a certain way. The goal is simple: the next person on support gets a head start instead of a blank page.
I also maintain checklists for common tasks like onboarding or patch cycles. And I add to the knowledge base when three people ask the same question. That’s when I know it’s worth documenting.
Why It Matters
Good documentation saves time and reduces errors. If everyone knows the procedure instead of half-remembering it, onboarding happens faster and more consistently. If troubleshooting steps are written down, new team members can handle tickets that would otherwise require escalation.
Documentation also creates institutional memory. When someone leaves or gets moved to a different role, their knowledge doesn’t walk out the door with them. And when a critical issue happens, having clear procedures means resolution doesn’t depend on who’s available.
What I’ve Learned
If you wait a week to document a fix, you’ll forget half the steps. Write it the same day while it’s fresh. I’ve learned that the best documentation is slightly imperfect but usable over perfect and never-written. And I’ve learned that keeping documentation current is an ongoing job, not a one-time project. Procedures change, tools get updates, and docs need refreshing or they become misleading.