Overview of Find & Follow

Find & Follow is a methodology designed to bridge the gap between what employees know and what they need to do during their daily work. Instead of focusing on traditional training, it emphasizes providing the right knowledge at the right time, enabling employees to quickly find and confidently follow instructions to complete tasks.

• Find & Follow addresses the limitations of conventional training and documentation.
• It reframes knowledge transfer as a performance support challenge.
• The goal is to help employees act effectively in real work situations without overwhelming them with information.

Key Concepts and Framework

Core Principles

• Employees often struggle to find the right information when they need it, or to follow it accurately.
• Find & Follow creates knowledge environments where information is accessible and actionable in the flow of work.
• The approach shifts from "teach everything up front" to "equip employees with just-in-time guidance."

Framework Pillars

The Find & Follow methodology is built on several foundational pillars:

• Capture Knowledge Quickly: Gather knowledge from subject matter experts as it is used in real workflows, prioritizing speed and usability over lengthy manuals.
• Organize for Retrieval: Structure information to match how employees search and think in moments of need, making content easy to scan and access.
• Enable Followability: Ensure instructions are clear and actionable, so even someone new can complete a task by following the resource without prior training.
• Iterate and Evolve: Treat knowledge management as a living system, with frequent, small updates that reflect changing business needs.
• Knowledge is captured and updated continuously.
• Information is organized for quick retrieval and easy understanding.
• Resources are designed to be directly actionable.

Organizational Approach

Knowledge Operations Strategy

Find & Follow is more than just writing better job aids; it is a comprehensive strategy for managing organizational knowledge.

• Shift from Training to Performance: Reduce reliance on memory-based training and invest in resources that empower employees at the moment of need.
• Build a Knowledge Ops Team: Treat knowledge management as a core function, with dedicated roles for capturing, curating, and maintaining resources.
• Integrate into Daily Operations: Make procedures, checklists, and guides the standard way of working, encouraging employees to consult resources rather than rely on memory.
• Measure Success by Performance: Evaluate effectiveness by whether employees can complete tasks correctly and efficiently using the knowledge base, leading to improved consistency, fewer errors, faster onboarding, and lower training costs.
• Knowledge management becomes an ongoing, strategic activity.
• Success is measured by real-world employee performance.
• Resources are embedded in daily workflows.

Analogy: GPS vs. Classroom Training

Traditional training is like giving someone a full classroom course before they drive. Find & Follow is like providing a GPS system—employees don’t need to memorize every detail; they just need to trust the system to guide them step by step as they work.

• Find & Follow supports employees in real time, like a GPS guides a driver.
• This approach reduces cognitive overload and increases confidence.