Beyond Tools, Toward Standards and Accountability

To solve the inefficiency caused by fragmented knowledge within the commerce domain, the Technical Writer(TW) team continued various attempts. Initially, they wrote documents directly and tried to foster a documentation culture by encouraging member participation through wiki newsletters and workshops.

However, they felt limits to sustainability due to issues with prioritizing document writing and the absence of standards for the depth of information. To address this, they introduced AI automation, creating a structure that automatically generates document drafts based on product change notices or Q&A results.

However, automation alone could not solve the problems of "which document is up to date" and "who is responsible for this information." Ultimately, they realized that knowledge governance was more important than tools, and established the following standards.

• Keep what you know within the organization: Repeated questions, important decisions, and essential onboarding information must be documented
• Organize it so it can be found: Apply systematic classification and structuring so that both people and AI can easily find it