When a new version of the product is in the works, and the Product Manager and the rest of the team is making the checklist of everything that needs completing for the product launch, it’s easy to remember some things. Usually documentation and online help get done on time, as do press releases, maybe some sales training, and perhaps updates to collateral. But there’s one important thing that companies forget to build into their plan time and time again: knowledge transfer.
It seems like a basic thing that after a whole lot of work is done to build great capabilities into the software, there will be an organized and thorough effort to roll out an understanding of those new capabilities to the entire organization. Yet I have rarely seen this to be the case.
It’s as if Development was focusing on existing and future external customers as the only customer, when a major group of customers are those people at your company who serve its external customers: trainers, consultants, custom programmers, customer care reps, and sales engineers.
Read on for tips on putting together an effective knowledge transfer effort for each new release of your software.