“What started as a documentation project became a shared way of working. Years later, our teams still rely on the same standard to write, update, and communicate.”
Company Facts
Problems
The automobile association supports a large membership base across several service lines. Each line depends on accurate procedures, consistent communication, and reliable information to deliver exceptional member service.
Over time, documentation had evolved differently across departments:
Consequences
This made content harder to find, maintain, and apply. Staff spent more time searching for information, updates were more difficult to manage, and inconsistencies increased the risk of errors. Leadership wanted a more efficient, accurate, and sustainable approach that every department could use.
Our approach
Information Mapping provided
Application
Teams used our Methodology to
Improved efficiency and accuracy
Standardized documentation reduced inconsistencies, eliminated redundancies, and made information easier for staff to find, understand, and apply.
Consistent communication across departments
A shared standard created a common structure and voice across SOPs, policies, procedures, training materials, job aids, and internal communications.
A sustainable documentation program
Approximately one hundred people continue to use the software today. Regular refresher training keeps the standard active, consistent, and embedded across the organization.
Learn how Information Mapping can support your organization. Request your free demo.
