Cartography—make the tacit legible

So much of what actually runs a place lives only in people's heads—tribal knowledge, never written down. When the person leaves, it leaves with them.

My instinct is always the same: make it legible, map out the schema. Get the processes and how they connect out of heads and onto something you can hold up and check against—so you know where things are broken and where you can fix them. Once it's on the map you can share it, replicate it, hand it on. You can't fix what you can't see.