How can we preserve process knowledge while keeping the people who hold it involved?
Liz Bacelar emphasized the value of employees who know the organization deeply, and writing down what they know shouldn't mean their contribution ends there. Walk an experienced colleague through an ordinary case and a difficult one, then ask them to review what you wrote.
Record the cues they notice and the questions they ask, plus the point where they go to someone else for judgment. Then have them read the written example. A summary can keep the steps and lose the condition that makes an exception matter. Keep their uncertainty and discretion visible.
Their role goes on after the write-up
Use the example in training and design, and bring questions back to its owner. It should evolve with the work and never stand in permanently for the person. Talk with the employee about their continuing role in mentoring, review or process improvement. Knowledge capture works best when it supports people sharing and applying their expertise. Skip the disguised request to make their own judgment look unnecessary.
What to try this week
Sit down with one experienced colleague and work through one ordinary case and one difficult case. Write both up, then have them fix anything that misses an exception.