Fluid Knowledge

Finding and hiring talent for today's water workforce can be challenging, and it's equally difficult for newcomers to familiarize themselves with the wide range of issues facing our industry. Larger utilities often have succession plans that include leadership development and cross-functional training programs, but smaller utilities with limited staff and resources can struggle to collect and maintain their institutional knowledge. Yet it's these very limitations that make it crucial for small water systems to capture and preserve their operational and system information in a format that allows for easy access by new personnel.

Regardless of size, utilities should have a logical plan for collecting records and procedures, organizing them into a usable system, and staying disciplined about keeping them updated. Records are only as good as the information on which they are based, so it's important to take the time to adequately document system details and operational practices. Also, good information needs to be accessible, so utilities must ensure operators and work crews understand how to use and update records as necessary.

Accurate records not only make onboarding new staff easier; they can also decrease costs, increase system reliability, and simplify maintenance and repairs. In addition, they can be used to generate cost predictions and improve system management. Good utility records can also provide financial justification for infrastructure improvements and potential budget increases.

Various software packages can make knowledge capture and transfer more efficient. GIS (geographic information system)-based tools and asset database software can increase efficiency, accuracy, and cost-effectiveness. If utilities have the resources, they should consider implementing a knowledge management database to capture existing documents electronically that are currently filed in cabinets or reside in non-centralized locations.

File integrity must be supported by top management, and the effort made to provide a reliable, high-quality water supply to customers must be matched by an equally responsible attitude toward recordkeeping. Good records can substantiate a utility's claim of being an effective organization, one that's deserving of public confidence.

If a utility already has an information storehouse, staff should regularly review those records and determine whether there are any gaps or any additional information that will help new hires. In case of emergencies, it's helpful to record past responses and recommendations so current staff understands critical operations that don’t occur often.

Those concerned with impending retirements in the water industry are particularly worried about the knowledge gaps threatening operational continuity. If you have solutions for the water industry, please consider writing an article to share your ideas and experiences by contacting me at [email protected].