Help a new colleague continue the work

Choose what needs to survive a handoff

A skilled colleague may know customer preferences, supplier quirks and the reason behind a special price. Some of that knowledge belongs in business records; some is personal information that should not be copied indiscriminately. Preserve what the role needs and restrict sensitive material appropriately.

Start with recurring tasks or those carrying meaningful consequences. Examples include preparing quotes, accepting changes, checking deliveries and escalating complaints. A huge manual covering every theoretical situation can be harder to maintain than a set of focused job guides.

The EPA’s SOP guidance provides a source for clear documented procedures. Adapt the idea to the team’s work without implying that storing a procedure proves training or competence.

Capture the reason behind exceptions

A note saying always give this customer a special price is incomplete. The price may depend on volume, a dated agreement or a particular item. Record the applicable conditions and authority so a new colleague does not extend an old exception indefinitely.

Identify what a preferred delivery window means. It may be a request, an accepted commitment or a recurring operational rule. Keep the source and review date where relevant.

Atlassian’s roles-and-responsibilities play helps identify unassigned responsibilities. Use a simple ownership map so the new colleague knows who maintains price references, approves exceptions and answers technical questions.

An illustrative dispatch onboarding pack

A new dispatch colleague needs to continue tomorrow’s orders while the experienced person is away. The useful pack contains the current order view, packing check, destination confirmation route, courier cutoff and exception contacts. It also shows the specific orders whose details changed.

Test with a realistic case

Ask the new colleague to work through an anonymized sample order. Include a normal case and a changed address or missing specification. Watch where they look for information and what they assume.

If they ask the same question twice, inspect the guide before blaming memory. The information may be hidden, use unfamiliar terms or conflict with the actual interface. Improve the record and run the difficult step again.

1. Select the five tasks the person will do most often.
2. Record the current method, inputs and completion evidence.
3. Add important decision limits and exception contacts.
4. Demonstrate one real case, then have the colleague practice.
5. Capture questions and revise the material.
6. Assign an owner to keep each guide current.

Keep knowledge current through ordinary work

After an unusual job, save the lesson while it is still clear. If the process changes, update the relevant guide rather than adding a contradictory message to a chat. Keep superseded instructions identifiable.

Preserve the history needed to continue a task. Include the current instruction, reason for an exception and relevant technical contact. Test it with a colleague using a real job.

Ask which detail was missing or hard to interpret, then improve the guide. A usable handover combines written context with practice and appropriate supervision.

Build cover gradually. A short planned absence can test whether the team can continue with the available records and authority. The aim is resilience and a fairer handoff, not making people feel that their experience is being taken from them.