The starting point
Someone asks you a question in private. You answer. The same question will arrive next week, from someone else.
The move
Answer where the next person will find it: a shared space, a help page, a public thread.
Why it works
A private answer serves once. A public answer serves everyone with the same question, without you answering again. You move from answering to building a reference.
A new colleague asks how to prepare a customer meeting. You help, then write the answer in the team’s space, without the personal details. The next newcomer finds it on their own. You answer once instead of ten times.
Adapting the answer takes a few minutes: remove what is specific to the person, add the context, give it a title people will search for. An AI can make the first draft from your answer.
A public answer gets corrected too. Someone flags a mistake or a case you had not seen. The answer improves, and so do you.
Try this
The next time someone asks you a question, answer it, then write the reusable version in the shared space. Title it with the words of the person who asked.
At the next similar question, send the link. Fix what is missing.
When the service changes, reread the published answers that cover it.
To discuss
Which question are we still answering in private every week?