IndicationsUse this when
- You're considering AI for internal questions and want to know if your documents are up to it.
- You've never measured how much of what people ask is written down.
ContraindicationsDon’t, or be careful, when
- Don't use real names or personal details in the question list. Rewrite questions so they're generic.
- Not a performance test of anyone on the team.
EquipmentWhat you need
- A list of 20 real questions from the last quarter (from People Ops inbox, Slack, new-hire check-ins)
- Your current handbook, policies, and SOPs
- A timer and a simple spreadsheet
ProcedureSteps
- Collect 20 real questions people asked People Ops or Ops last quarter. Remove names.
- Pick someone who did not write the documents. A recent hire is ideal.
- For each question, they try to find the answer in the documents alone. No asking anyone.
- Record for each: found or not found, minutes spent, which document, and whether the answer was current.
- Sort the misses into three piles: not written down, written but hard to find, written but out of date.
- Pick the three biggest misses and assign an owner to fix each one.
ChecksHow you know it worked
- You have a found-rate (for example, 11 of 20) that you can re-measure next quarter.
- Every miss is in one of the three piles.
- Three fixes have owners and dates.
HandoffWho owns it next
The People Ops lead keeps the question list and re-runs the drill each quarter.
Sources
No external claims in this protocol.