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Walk through your office at 10 AM on a Tuesday. Count how many people have multiple tabs open, digging through shared drives and email threads looking for something that should take 20 seconds to find.
That's not a documentation problem. That's a knowledge access problem.
Most organizations have invested heavily in systems (CRMs, case management tools, document repositories) and still can't answer a simple question quickly. The data exists. Finding it is the job.
There's also usually a Tom. Fifteen years in. Knows every exception, every precedent, every workaround. When someone has a question, they don't check the policy manual, they ask Tom. He answers six to eight of these a day, can't get his own work done, and when he retires, that knowledge walks out the door with him.
That's not Tom's failure. It's an organizational design failure.
The metric most leaders never track: how much time does your team spend searching for knowledge versus applying it? Once you start measuring it, you can't unsee it.
👉 The full article includes a one-week diagnostic you can run with your team — read it on the Trading Post
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