A free, 30 minute online call. We talk through where the business is heading and what's currently in the way. We talk through how I can support your team, and leave it with you to decide.

That's fine, and it's often the smartest place to start. Pick the process that costs the most time or causes the most problems, and we'll do that first.

It depends on scope, so I price each project individually rather than by the hour. You'll get a fixed quote in the proposal before you commit to anything, and I only revise it if the scope expands. If budget is a constraint, say so on the call and I'll tell you honestly what's achievable within it.

A focused SOP project usually runs three to six weeks. A full operations playbook, a knowledge base rebuild or a multi-site onboarding programme takes longer. You'll have a timeline in the proposal before you commit.

Less than you'd expect. I need time with the people who hold the knowledge, usually in short, focused sessions, and time from you or a manager to review drafts. I build it all in the background while you get on with your work.

No. In fact, I can also take existing resources like previous internal training calls, email trails, screenshots or documents to build what we need. Most clients spend a few hours in total across an entire project.

No. I work inside whatever you already use, whether that's Google Docs, Word, Notion, SharePoint, OneNote, Trello, ClickUp, Zendesk or something esle. I'm not a systems consultant and I won't add a subscription to your overheads. If your existing setup genuinely can't do what you need, I'll say so, but that's rare and it's not where I'd start.

Absolutely. Auditing and rebuilding what exists is faster than starting from scratch, and it keeps the knowledge that's still good.

I can also do this on retainer to keep your knowledge base current.

Yes. I've audited and rebuilt a library of more than 300 guides. Volume becomes manageable once there's a template and a triage method.

Then we improve them as we document them. Writing something down tends to expose the steps that don't make sense, and fixing those is part of the job.

That's the expectation, not a concession. Everything I build sits inside your brand voice and standards. If you have a style guide, I work to it.

I talk to the sites, work out where the differences are genuine and where they're just habit, and agree what the standard should be. Site-specific variations get built in deliberately rather than existing by accident.

Of course, but AI writes what you tell it, and the hard part isn't the writing. It's knowing what to ask, which steps actually matter, where the real decision points are, and what the person doing the job needs to know. I write processes for the people doing the work - AI writes based on data, not human curiosity.

Alongside them, usually. I'm most useful when your team has the strategy and the relationships but not the capacity, or when a specific project needs someone who can build it end to end without ramping up permanent headcount.

You could, but internal documentation projects rarely get finished, because they sit behind everything with a deadline.

Also, when you've done something a thousand times you stop seeing the steps, and you skip the parts that are obvious to you and invisible to a new starter. I ask the questions a new person would ask but doesn't feel comfortable asking,

Both. I facilitate in person and online, and I can also build train-the-trainer material so your own managers deliver it consistently.

You own everything and your team can maintain it. That's deliberate — I build things designed to outlast me rather than creating dependency. If you want ongoing support I'm available, but the goal is that you don't need it.

Yes. I'm based in Melbourne and work across Australia, and I've worked with clients internationally. Most of the work can be done remotely, however I can certainly be site for subject matter expert interviews or training faciltation. Travel is an additional fee.

Yes, happily. If you have your own, send it through. If you'd prefer I provide one, I can.

The materials I build are yours. I keep working files for a reasonable period in case you need revisions, and I'll delete them on request at any time.

Nobody. I work solo. There's no team, no subcontractors and no offshore support, so your information stays between us.