Maintain Wiki Pages
Review, update, and retire internal knowledge when processes change.
Wiki pages become risky when they are stale. Review important pages after process, policy, role, pricing, or tooling changes.
Treat wiki maintenance as part of process ownership. A page that still appears in search should be safe for the team to follow.
Focus first on pages that affect customers, finance, HR, security, support, or delivery handoffs.
When to Update a Page
Update a wiki page when:
- A process changes.
- A new approval step is added.
- A team owner changes.
- A template or file changes.
- A connected app changes.
- A customer-facing process changes.
- A teammate reports that the page is unclear.
Review Important Pages
For critical pages, add a review routine. Sales, finance, HR, support, and delivery processes should be checked regularly.
Assign an owner to important pages. The owner should know when the related process changes and update the page before the team relies on old steps.
Use a simple review schedule for high-impact pages. Monthly or quarterly reviews work well for finance, HR, security, onboarding, support, and delivery handoffs. Lower-risk pages can be reviewed when the related process changes.
High-impact pages should say who owns the process, when the page was last reviewed, and which source records or settings control the workflow. This helps readers judge whether the page is still safe to follow.
Archive or Replace Stale Guidance
If a page is no longer correct, update it quickly. If the topic is no longer used, replace the content with a clear note or remove the page from normal team reference.
When replacing guidance, link to the new page or current process so users do not keep following bookmarked old instructions.
If the old page appears in search, make the replacement obvious at the top of the page before removing details. This helps teammates who arrive from a saved link or an old chat thread.
Do not leave old instructions visible because they might be useful someday. Archive stale process details or move historical context into a clearly labeled note so teammates do not follow the wrong steps.
Keep Chat and Wiki in Sync
Use chat for discussion. Move final answers into wiki pages when the team will need the information again.
After a long chat thread resolves a process question, summarize the decision in the wiki and link any related tasks, templates, or files.
Maintenance Checklist
- Confirm the owner is still correct.
- Confirm steps match the current workflow.
- Update screenshots, links, and file references.
- Remove outdated exceptions.
- Add a last-reviewed note when useful.
- Test any linked form, template, public page, integration, or file referenced by the wiki page.
- Check whether related automations or workflows still match the documented process.
Troubleshooting
If stale pages keep being used, rename or archive them and link to the current page.
If teammates keep asking the same question in chat, the wiki page may be too hard to find or too vague. Update the title, section names, keywords, and first paragraph so search and readers can recognize the answer quickly.
If two wiki pages give different instructions, pick one source of truth, update it, then link or archive the other page. Competing guidance is worse than a missing page because users may not know which one to trust.