This course shows you how to capture the unwritten know-how living in people’s heads and turn it into clear, repeatable ways of working. We’ll cover knowledge discovery techniques, interviewing subject‑matter experts, mapping workflows, and writing simple, usable SOPs and checklists. You’ll practice choosing tools for documentation and version control, set up a lightweight taxonomy, and design review and change processes that actually stick.

By the end, you’ll be able to onboard faster, cut errors, and keep quality consistent as teams grow or shift. We’ll apply the methods to real scenarios—like standardizing a sales handoff, documenting a support playbook, or preparing a process for partial automation—so you can see immediate impact. You’ll leave with a small but scalable process library, metrics for keeping it healthy, and the confidence to lead this work across your organization.

I’m a technical communication specialist at Cherryleaf, and since 2002 I’ve helped organisations turn scattered know-how into clear, scalable procedures. I’ve led documentation programmes, written for the ISTC’s Communicator and tekom’s TCWorld, presented for Adobe, MadCap, and the ISTC, and worked with teams worldwide to ship content that reduces support load and helps people get tasks done first time.

In “From Tribal Knowledge to Scalable Procedures,” I teach the exact practices I use in the field—extracting SME knowledge, mapping workflows, building governance, and measuring impact. I’m passionate about making complex work simple and creating systems that outlast any single expert, and I ground every lesson in practical templates, real examples, and stories from the trenches.