Start with the “top-down” phase
Use a top-down approach to begin capturing your organization’s mission-critical knowledge. The idea is to look at your processes from the proverbial 30,000 foot level. Don’t worry about the details, at least for now—your goal is to gain a general understanding of each process.
Hold a group capture session
Hold a group capture session that includes every employee who contributes to the task or process. Getting this group together will work better than conducting a series of individual interviews, because you’ll be able to quickly build concensus. Individual interviews usually result in gathering a lot of different viewpoints, and reconciling those viewpoints can cost you a lot of time.