David Jenyns explains how to document complex operations like web agencies using layered systems: an overview that shows project managers the full flow, then separate detailed guides for each step that staff actually follow. This approach solves the problem of trying to fit everything into one document.
Michael Coleman, we're doing some work with him and when I went through this process with him, he runs a digital agency and he'd seen me present in one of these forums and said, I'd love you to work with our business. He said, what about operations? He goes, you know, I just saw what you did with. It was a different person. But like, like I saw what you did with Harry and that's all well and good until you get into operations. We sell websites, very complex. There's lots of backwards and forwards with clients, there's lots of different phases signing off on concepts, getting wire frames done. The detail there is too much for us to just try and capture in a zoom session. So what we ended up doing with him, that's where this idea of overview type systems began. So an overview type system usually focuses in on the onboarding and the delivery of the product or service. Again, it depends on your business. It might vary slightly if you've got a very product based business and you've got an E commerce type site. But for service type stuff where there's more detail, you create an overview system first and then when you get to certain steps on what needs to be done, you just link off to the system that explains that step in more detail. So the overview system is really more for your project manager. So that way you have a project manager who understands the the smooth flow and delivery of your products and services and they'll get that at an overview level. But when you're assigning it out to the team member level that might be doing a particular step, you can then share with them the system on how to very specifically do that step.
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