However, to achieve this, management must actively drive change. The distinction between content and delivery is poorly understood. On-line content should be created with organisations' standard word processing software. Document authors should need no specialist knowledge of on-line delivery tools. They should be free to focus on content only and yet be capable of publishing on-line at will.
Organisations make extremely inefficient and expensive use of word processors.
All repetitive or difficult tasks should be automated. Automation should be applied organisation-wide. Most organisational staff have no training at all in business writing for on-line delivery. Decision-makers must understand that you cannot document everything. Unnecessarily large documentation sets are intimidating, difficult to navigate, and unnecessarily expensive to maintain.