What to change
The right category depends on the question a practice manager is trying to answer. Start with that task, compare the current route with plausible alternatives and add a contextual cross-link where it reduces confusion. Keep one maintained article rather than duplicating its text across departments. A short findability exercise with a manager unfamiliar with the supplier's structure will reveal whether the revised path makes sense.
A worked example
Illustrative example
Illustrative test: Ask a manager to find help for duplicate enquiry counts from the resource homepage. A practice owner looking for help with inflated enquiry numbers may never think to open a category named after an analytics product. Ask them where they would start, then connect the maintained guide from that task-based location. The exercise can reveal that the copy itself is useful but its route is obscure. Keep one article with relevant entry points so later corrections do not need to be repeated across competing copies.
What this means for your practice
Your team's internal structure may be familiar to staff but unfamiliar to a practice owner seeking help. A category named after a software platform can hide a guide about a straightforward business problem. Write the reader's question first, then consider where they would reasonably look for an answer. You can add relevant cross-links without publishing several copies of the same article. Ask a manager unfamiliar with the current arrangement to find a specific guide and explain their choices aloud. Their hesitation is useful evidence. The goal is a route that makes sense without knowing which department or specialist originally produced the content.
How to check the result
The task can be located without knowing the supplier's internal departments.
A mistake to avoid
Duplicating the whole guide into several routes creates maintenance ambiguity.
Turn reading into a next step
Your action checklist
Work through these checks with your team or supplier. Tick the ones you have resolved and leave unknowns open.
Record what you know, what is still missing and the answer you need from your team or supplier.
Use project decisions only, without personal, patient or confidential details. Entries stay in this page and are not submitted to Kay & Co. Copy or download before leaving; this page does not save your notes.
Further reading
These sources provide background for the topic. The practice examples and checklist are illustrative planning suggestions from Kay & Co.
Related guides
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