The first time someone asks you how to do something, answer.
The second time, answer again. People forget. That's fine.
The third time, stop answering and start capturing.
That's the rule I use to decide which knowledge has to leave someone's head and become a micro-training: a 1-minute video, a checklist, a one-page guide.
Why the third time?
One question is a moment. Three is a pattern. And a pattern means the next ten people will ask the same thing.
Most organizations try to document everything at once and end up with a wiki nobody reads. The third-time rule does the opposite: it captures only what people actually need, in the order they need it.
What's the question you've answered three times this month?← All tips