---
title: Who's in charge of The Docs?
description: Delegating tasks in creating documents
---

[The ScreenSteps Blog for Onboarding, Training, and Performance ](https://blog.screensteps.com)

# [Who's in charge of The Docs?](https://blog.screensteps.com/who-is-in-charge-of-the-docs)

 Written by [Greg DeVore](https://blog.screensteps.com/author/greg-devore) | Dec 1, 2014 10:48:38 PM

One of the main problems growing B2B software companies have is determining who is going to write the documentation.

- Everyone knows it needs to get done.
- Everyone knows customers want it.
- Everyone knows it will improve customer support.

But when it comes time to write the articles, everyone seems to respond, "Not me!"

## Someone needs to own it

If nobody "owns" the responsibility of creating and maintaining the documentation, then it simply won't get done. So we recommend designating a manager who is responsible for completing documentation, and assigning authors to write it.

### Designate one Manager

Most B2B software companies we work with have assigned a manager to own the documentation - some of the titles include:

- Customer Success Manager
- Customer Support Manager
- Documentation Manager

That doesn't mean the people in those roles actually *write* the documentation. They are just in charge of making sure that it *gets written* and that it stays up to date.

Even if you have a small support team, somebody should take responsibility for the documentation. If the Customer Support Manager doesn't want it, he/she should designate one support agent as the documentation manager.

Don't have a Customer Support Manager? Then assign the ownership to another role (or make one up) either permanently or on a rotating basis - sombody needs to manage the docs.

### Rotate Who Writes

The manager can designate him/herself to write the documentation, or they can designate/hire somebody to write full-time. If you hire somebody full-time, you're set. But that doesn't always make sense for small teams - so another option is to share the responsibility for writing and rotate the role.

When Zendesk had a smaller support staff, they would put one support agent in charge of writing documentation for a week and rotate who that person was. During that week, the agent wouldn't respond to support tickets - rather, he/she would write new docs and update existing ones.

## Managing the Knowledge Base

While your organization is still growing, designating a manager and an author is important. The businesses that see the most success with their documentation have somebody permanently making sure documentation is consistent, well organized and up to date - and they usually assign somebody else to write new articles and/or make updates. 

Just remember - if everybody is in charge, nobody is.

[View full post](https://blog.screensteps.com/who-is-in-charge-of-the-docs)

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