People who watch our technicians work, or those who know something about our operating procedures at The Network Support Company might be inclined to wonder, “why are they taking so many notes?” It’s because we believe that documentation – and creating a shared knowledge base for everyone on our team – is crucial.
Although no loves to document, we invest the time because, at the core, good documentation makes us better: more efficient, more accurate, and more consistent. In other words, because everyone on our team learns from the experiences of others, we have the capability to resolve whatever issues you’re dealing with quickly, with less trial-and-error, and with less possibility of a mishap.
One of the things that makes TNSC different than other IT companies is our commitment to being proactive and to thinking ahead. We know that by proactively monitoring your network, we can often spot a problem before it becomes a catastrophe. In the same way, by documenting our technical work, we can reduce the possibility of human error.
What part does documentation play?
Look at it this way: If everyone used the same model computer with the same applications and the same versions of those applications, and the same network equipment, and the same printers and mobile devices, all configured the same way, and if every user of computers was exactly the same and used the equipment in exactly the same way, then documentation would not be very important. Techs, through sheer repetition, would be able to perform their tasks with their eyes closed. But, in fact, things are not all the same; there are an infinite number of combinations of these items with each variation creating unique inter-dependencies that require different approaches. This could be a land mine for the same tech who forgot something since the last visit or especially a new technician who has never worked at that site before. Documentation helps all of our technicians know what to expect in a given situation, what to avoid, what worked on previously occasions and, perhaps most importantly, what didn’t.