Document, Document, Document!

In my many years of working in the Information Technology field I have not found anything more valuable than proper documentation. Whether it is found on the Internet, provided by a vendor, part of the products help file or created by a poor IT tech who had to figure it out the hard way - it is the single most important thing to getting the job done.

I try to make it a point to document everything and always get bit in the a$$ when I forget. Having documentation is particularly useful when you have to go back and install something again for another users. Why go through the pain of figuring out each bug and brick wall all over again - refer to the documentation and get it done. If steps have changed in the documentation for any reason, for god's sake, update it. The next poor schlub will thank you.

Documentation is especially important when it comes to user facing knowledge bases. After I have helped a client once go through the steps I always create a document for future use. I learned this the hard way - why type up the same email instructions over and over again each time a customer asks how to do something? Create a document, make sure it is in a searchable system, copy and paste the instructions in an email and pay it forward. Heck, if it might be useful for everyone or you think your users need a gentle reminder how to do something send it to them all has a helpful tip. Most will thank you for it.

A final note - knowledge is power. Don't be an arrogant a$$ about the knowledge. Sharing is caring. Put it out there. Let others have access to your documentation. You aren't doing anyone any favors when you hold your knowledge for hostage. Empower your coworkers and clients. This will allow you to focus on new problems instead of rehashing the old ones over and over.

Document well

Keep it up to date

Store it in a searchable system

Share it with everyone

Lather, rinse, repeat

Tools I use for documentation: Atlassian Confluence, Spiceworks, and MS Word if necessary.