What It Is
Foundational Knowledge is the background, context, rules, and reasoning that sit underneath day-to-day tasks. Instead of telling someone how to do a task step by step (that’s an Actionable Article), foundational knowledge explains the why and the what.
It covers:
- Policies – the governing rules and requirements.
- Concepts – what things mean and how they fit together.
- Business Rules – conditions, exceptions, and boundaries that guide decisions.
- Context – the bigger picture of how processes or systems connect.
Think of it as the “user’s manual” for understanding the system, while Actionable Articles are the “directions” for getting something done.
Why It Matters
Employees can follow an Actionable Article without much context, but foundational knowledge:
- Builds competence – people understand why they do things, not just how.
- Supports decision-making – when unusual situations arise, employees can apply rules and context.
- Reduces re-training – by having a central place for policy and background, organizations avoid repeating explanations.
- Improves consistency – ensures everyone is operating under the same definitions and rules.
Without it, employees may execute steps correctly but make poor judgments in complex or edge cases.
Examples
- HR Policy: Explaining what qualifies as overtime under employment standards and why approval is needed.
- Credit Union Operations: Outlining what a dormant account is, why it matters for compliance, and what rules apply.
- IT: Defining what a secure password policy is, why it exists, and how it protects the organization.
- Customer Service: Describing what “refund eligibility” means, including rules about timeframes and exceptions.
Each of these gives meaning and boundaries, which then make Actionable Articles (the step-by-step instructions) easier to apply confidently.