We’ve all been there. You open a support case with your vendor—say there’s a glitch in the product, a hiccup that needs fixing. Instead of a solution, you’re met with a suggestion to “check the documentation.” Dutifully, you pull up the manual, only to discover that it’s practically an artifact. It might as well be etched in stone tablets. You’re left scrolling through outdated instructions, dead links, and outdated “solutions” that would make your current problem even worse. Sound familiar?
Recently, I found myself in this very scenario with not one but two vendors. After a back-and-forth exchange, one vendor finally admitted, “Well, our manuals aren’t updated as often as they should be.” A casual admission, really, but it got me thinking: Why is documentation always left in the dust?
In a world where speed and innovation are paramount, documentation is often treated like an afterthought, a nice-to-have rather than a must-have. And let’s be real—most of us hate doing it. But in neglecting it, we’re creating a disaster waiting to happen. Let’s explore the psychology behind why we avoid documentation and the existential danger this mindset creates for our organisations.
When it comes to documentation, there’s a deeply ingrained procrastination that takes over. Why? Because, let’s face it, writing down steps, updating files, and ensuring accuracy just doesn’t feel urgent, and nor is it the most delightful of tasks. It’s the task equivalent of doing your taxes or flossing your teeth—important, yes, but hardly exciting or immediately gratifying.
Psychologically, this boils down to a simple truth: humans love shiny things. We’re wired to chase innovation, to build and improve, and to keep our eyes firmly on the future. Updating documentation feels like a step backwards, like pulling out a vacuum cleaner to clean up after the party is over. In short, documentation lacks the dopamine kick we get from launching something new or solving an immediate issue. The result? Documentation becomes an optional chore, one that always gets pushed to “later.”
One of the biggest psychological traps in business (and life) is the “Future Me” mentality. It’s that tiny voice whispering, “Oh, I’ll get to it later.” Future Me will handle the documentation. Future Me will update the manual. Future Me will ensure everything’s in order. But here’s the kicker: Future Me is unreliable. By the time Future Me arrives, the urgency of the task has diminished, or worse, the people who need that documentation aren’t even around anymore.
Now imagine the chaos if a key person is suddenly unavailable—a tragic “bus factor” scenario, as it’s sometimes morbidly called. If there’s no up-to-date documentation, your organisation’s knowledge is like a house of cards, and the smallest breeze could bring the whole thing crashing down. Suddenly, your team is fumbling through ancient manuals, reverse-engineering your own product, and hoping that someone remembers how things were done. Not exactly a recipe for resilience.
It’s easy to think, “Oh, my IT provider will have the answers if something goes wrong.” But here’s the uncomfortable truth: a lot of IT providers are as guilty of neglecting documentation as you are. Many IT providers are stretched thin, prioritising reactive support and system fixes over proactive documentation. So, if you’re relying on them to be your documentation saviours, you might be in for a rude awakening. I will stipulate, not all of them are like this but we have perform a significant number of assessments in the past and can safely make this claim.
IT providers, vendors, and organisations often fall into the same trap: everyone assumes someone else will take care of the documentation. It’s like being at a family gathering where everyone’s “just sure” someone brought the dessert. And then there you are, staring at an empty dessert table. Without documentation, your organisation’s ability to respond to incidents, troubleshoot issues, and maintain continuity is as stable as a house of cards.
Let’s put it this way: the costs of not documenting are invisible—until they aren’t. When disaster strikes, suddenly everyone’s scrambling, but by then it’s too late. You don’t want to be the organisation that only realises the importance of documentation after you’ve had a major incident, lost data, or worse, lost the one person who actually knew how things worked.
Good documentation is like a lifeboat: you hope you never need it, but if you do, it had better be seaworthy. Without it, you’re putting your organisation’s continuity, efficiency, and resilience at risk. And all because documentation didn’t feel urgent.
The solution is to start seeing documentation not as a chore, but as an act of preparation and care. It’s about shifting our mindset to understand that documentation isn’t a “nice-to-have” but a fundamental part of sustainable growth and continuity. Good documentation turns knowledge into an asset that outlasts any one individual or team. It’s not about writing stuff down for the sake of it; it’s about future-proofing your business, protecting yourself from “bus factor” disasters, and ensuring that everyone knows what’s going on—even if the original knowledge-holders aren’t around. Think about it like this, if you update when things change or enhancements are made, imagine how much easier the job will be to keep the documentation up to date.
In the end, the mindset shift we need is simple: treat documentation as essential, not optional. Think of it as leaving a breadcrumb trail for the future, ensuring that your business can navigate the maze even when you’re not there to hold its hand. Or, if you prefer, think of it as flossing—boring, yes, but you’ll thank yourself later.
With over 25 years of experience in cybersecurity and intelligence across industries such as National Security, Mining & Resources, Finance, Telecommunication, and Healthcare, Thomas Jreige is a leader in crafting innovative solutions in cybersecurity and technology. He offers strategic guidance to organisations of all sizes, helping them navigate digital risks with confidence. Thomas is an expert in practical, tactical protection and sustainable cybersecurity practices, aligning robust security measures with business objectives while promoting efficiency and innovation.
Shimazaki Sentinel is a leading provider of strategic and tactical cybersecurity services. We specialise in safeguarding digital assets, providing expert consulting, and offering managed services that ensure organisations stay protected in a constantly evolving cyber landscape. Our mission is to give businesses the clarity, confidence, and conviction they need to secure their future and thrive in the digital age. Trust Shimazaki Sentinel to keep you ahead of emerging threats with tailored solutions that prioritise your security and business continuity.