I've noticed that with every new hire, we keep getting the same questions like: "How do I request access to XYZ?", "Where do I find API creds for staging?", and "Which VPN config should I use again?". We have a wiki that contains all the answers, but it seems like no one reads it. Slack threads just get lost in the chaos. By the second week of onboarding, it feels like we're overwhelmed with the same hand-holding tasks. I'm looking for effective ways to scale onboarding around our internal tools and access without necessitating a lengthy 200-page document. Ideally, I want a solution that actually gets read. I'm not trying to reinvent the wheel here, just looking for a more efficient process.
5 Answers
It helps to tailor your response based on how long the person has been with the company. For newbies, guide them directly to the wiki link. If they’ve been around for a while, just say, "It's in the wiki—try using keyword searches." If they keep asking, maybe loop in their manager. If they struggle to self-service, that's a sign to get a little stricter with the guidance.
You can start an AI chat bot tied to your documentation for instant help. But remember, it's all about whether your team proactively uses it. Managers should emphasize being trained on these resources.
But bots can't really replace good documentation—make sure your wiki info is solid first!
You might want to set up a FAQ page or even use a bot that can field those questions. A simple canned response directing them to the wiki could be a lifesaver. Just say, "The info is in the wiki," and try not to overextend yourself.
Could be what the ops team is pushing for.
Yeah, and maybe automate an email with that link so it's always at the top of their inbox.
You could give them a quick reference card with essential troubleshooting steps and instructions about where to look for information—like checking the wiki for access requests or googling error messages. This can help reduce the number of basic questions you get.
This approach could save you a lot of headaches.
We moved to Bookstack for our internal wiki, and it's been super helpful. Also, train new hires to start their questions with, "Did you check the KB?" If they still miss things, then that's an opportunity to enhance the documentation.
Monthly quizzes based on the knowledge base would reinforce this behavior nicely!
This approach makes total sense!