How does a growing SaaS company keep track of important knowledge? From server setups to customer success playbooks, every company builds a wealth of internal information—but too often, that knowledge is scattered, siloed, or locked away in someone’s head.

In this episode, John, Kris, and Garrett explore how to document and share company knowledge effectively. They discuss real-world challenges, like merging Rails apps and ensuring critical infrastructure knowledge isn’t lost, as well as how to balance text-based documentation with video walkthroughs.

Takeaways:

• Company knowledge management is crucial for team efficiency.
• Identifying challenges in knowledge sharing helps improve processes.
• Technical documentation should be thorough and accessible.
• Centralizing information can streamline communication.
• Choosing the right tools is essential for effective documentation.
• Video can enhance knowledge transfer but should be concise.
• Documentation needs to be regularly updated to remain relevant.
• AI has the potential to automate documentation processes.
• Creating a culture of knowledge sharing is important.
• Feedback from users can guide improvements in knowledge management.

Key Quotes:

"If you document nothing, the only knowledge management system you have is luck."

"Slack is great for quick answers but terrible for long-term knowledge storage."

"Your team should always know where to look before they have to ask."

"Documentation is a moving target."

Links:

• Notion
• Google Docs
• Dropbox
• GitHub Wikis
• Loom
• ScreenFlow
• Screen Studio
• Buy Back Your Time
• dnsimple
• Obsidian