In any organization, there’s a hidden treasure trove of information that goes widely unnoticed: tribal knowledge. This term refers to the collective experiences, skills, insights, and expertise that are shared informally between employees. But here’s the catch: when long-time employees leave, they often take this invaluable knowledge with them. The question that remains, then, is how can you preserve this crucial information before it walks out the door?
What is tribal knowledge, and why is it so important?
If you've ever spent your first day at a new job wrestling with the office printer or trying to figure out how to work the coffee machine, you know that the answer rarely comes from an employee handbook: it comes from a colleague. That’s tribal knowledge in action: the unwritten, experience-based know-how that keeps daily operations running smoothly. From small, practical tips to critical processes, this kind of knowledge is gained through years of doing the job. It often lives in people’s heads rather than in documentation. Whether it’s a specific workflow that’s been perfected over time or knowledge about customer preferences, tribal knowledge plays a major role in productivity, efficiency, and overall success. If not captured and shared, it can leave gaps in the organization’s operations, leading to confusion, inefficiency, and a slow start for new hires.
One of the biggest risks organizations face is the loss of this knowledge when experienced employees retire or move on to new opportunities. When an employee leaves without transferring their invaluable insights, those lessons go with them. Moreover, if your organization doesn’t have a solid knowledge transfer process in place, tribal knowledge can slip through the cracks, only to become evident when it’s too late.
Steps to preserve tribal knowledge before it’s gone
The question is then, how can you preserve and protect this essential knowledge? Here are a few practical steps you can take:
Document everything (and make it easy to access)
Encourage employees to document their processes, tips, tricks, and lessons learned in an accessible format. Create shared digital spaces like knowledge bases, such as in Happeo, where employees can store and easily retrieve this information. Use templates or guides to standardize the documentation process so it’s easy to follow and update. For example, having employees create detailed step-by-step instructions for complex tasks, troubleshooting guides, or even simple best practices can save time when new employees or teams are tackling challenges. In many cases, when the knowledge is hyper-specific, content should take precedence over form: allow for more informal knowledge storage, it can always be built upon down the line.
Mentorship and shadowing programs
Pairing experienced employees with newer hires is one of the best ways to pass on tribal knowledge. Through mentorship and job shadowing, seasoned workers can share their insights in real-time, offering invaluable context and answering questions that won’t be found in a manual. It also allows employees to learn about the company culture and unwritten rules, which are often overlooked in training programs.
Create knowledge transfer checklists
When an employee prepares to leave, set up a knowledge transfer process. This includes creating a checklist of their tasks, responsibilities, and the crucial pieces of information they’ve accumulated during their time at the company. Encouraging (overly)-detailed self-documentation of crucial processes will ensure that even if the employee is leaving, the important details don’t leave with them. Make this checklist a standard part of the exit procedure. Having this process in place also helps those who remain feel less anxious and more prepared for the transition.
Use collaboration tools
Leverage collaboration tools such as wikis, shared documents, and even video recordings where employees can capture their knowledge in real-time. Tools like Google Docs, Trello, and Happeo can allow for seamless collaboration and documentation.
Foster a knowledge-sharing culture
Promote an open culture where employees are encouraged to share their knowledge and experience with one another. Recognize and reward those who take time to document their processes, assist others, and contribute to team knowledge. Schedule knowledge-sharing sessions to give employees the opportunity to exchange insights, or a Happeo channel for ‘quick tips’.
Conduct regular ‘knowledge audits’
Ensure that your knowledge transfer process is regularly updated. Conduct audits or assessments to identify knowledge gaps or areas where critical information is still missing. Check in periodically with employees to see if they’ve updated documentation, or if there’s new knowledge that needs to be shared.
The bottom line
Tribal knowledge is an incredible resource that, if harnessed properly, can elevate your team’s efficiency and long-term success. But if you don’t actively preserve it, you risk losing valuable insights every time an employee leaves. By fostering a culture of knowledge sharing, implementing effective transfer practices, and using the right tools, you can ensure that tribal knowledge remains an asset to your organization, no matter who comes or goes.
