One of the biggest mistakes we can make is not sharing our knowledge. Sometimes we don’t believe that what we know is important. Other times, it’s because we don’t think we can trust others with the knowledge. Either way, not sharing the knowledge of your job duties hurts everyone in your organization.
It is estimated that during the worst flu season, 40% of your workforce could be out sick at the same time. To avoid a complete breakdown in your organization, cross-training is your solution. It is important not only to have adequate staffing but to ensure that you have a back-up in place just in case. You back up your electronic data (just ask your IT specialist if you’re not sure); you should do the same with your human knowledge, too!
With every client I work with, I suggest that each position have a “desk manual.” That goes for your receptionist, all the way up to your administrative positions. A desk manual is a step-by-step guide on how to perform every duty of the position. We make sure to revise it anytime there is a change in process or a new computer program to integrate. At the very least, we review it once a year like one would any other manual. Print screens (for computer work) and pictures of layouts are always helpful.
Even managers should make sure that someone else is aware how to do specific aspects of their position, if not all. It does not have to be one person; it can be a team of people. In addition, some duties can even be handled by outside contractors. See if your CPA has a bookkeeper in their office that can help with AP. Your HR insurance broker might have a program to help with certain HR functions, as well.
The last step in the knowledge sharing process it to actually test the process itself. When someone is out, use the backup instead of simply watching those duties go undone, even if it’s just for one day. When the person returns, debrief as a team on what worked and what didn’t. For items that were lacking in performance or knowledge, train! Or, design new workflows as needed. Don’t forget to continuously maintain your desk manuals and cross-train staff regularly.