Still others have been with the company for so long and are so used to doing things a certain way, they feel like they have the freedom to dig their heels in and resist change. These can be the trickiest to tackle.

than it actually is, to the point where they fear that documenting their work might uncover how little they actually do on a day-to-day basis.

Other people have learned how to make their workload appear heavier

There are many reasons why people resist change, but some of the more common reasons include: • Some people may hide behind the idea that no one else in the business knows how to do their job. They feel this gives them added job security. The idea that their knowledge and experience is going to be documented could be unsettling because it implies t

Within your systems management platform, create folders (one for each of your identified departments, and sub-folders to help further organise things) and begin importing the systems you’ve created in early chapters. Assign those systems to their knowledgeable workers, grab the links to each system and post them in your project management software

our digital agency. Just keep in mind, I modified these for simplicity and clarity.

Refer to appendices 1.1 and 1.2 for a couple of examples of systems from

The same can be said for using too many screenshots within your systems. Often, I see systems that include screenshots for every step in a process, and while that sounds good for clarity, in reality it’s a nightmare to keep them updated. Software updates all the time, so don’t set yourself up for failure. Take my advice and keep your screenshots to

It can also be really helpful to conclude the documentation with a few criteria that can be used to double-check the task has been successfully completed.