Documentation should reduce confusion, not create it. I focus on creating a single source of truth with clear ownership, regular reviews, and information people can actually find and trust.
Documentation had grown organically over time. Multiple teams had created pages covering the same topics, often without realizing similar documentation already existed. The result was duplicate content, conflicting guidance, and uncertainty about which version people should follow. As documentation became less reliable, people increasingly relied on tribal knowledge instead.
I started by identifying duplicate documentation and consolidating it wherever possible. Rather than maintaining multiple pages that covered similar information, I focused on creating one trusted source that teams could confidently reference.
Every important document needs an owner. I made sure documentation had a clearly identified owner responsible for reviewing it on a regular cadence, whether monthly, quarterly, or annually. Documentation shouldn’t be written once and forgotten. It should evolve alongside the work.
Good documentation isn’t measured by how many pages exist. It’s measured by whether people use it. I reviewed page traffic and usage patterns to understand what teams found valuable, what they couldn’t find, and what could be archived or improved.