♻ What is "sustainable service"?

Sustainabile service elevates social and environmental benefits above economic profit.

Sustainability in service teams works by distilling messy support data into reusable knowledge resources that empower, inform, and advise people.

Imagine a library of books written by a 10-person team who help thousands of people on a regular basis.

From day 1, the team uses crowd-sourcing to ask each other for help. If they see a new problem, they collect issue details in a draft article for the library, publishing it if their resolution steps worked.

With a knowledge practice in place, the team solves common problems more quickly because they can 1) search the library for related issues and environment factors, 2) reuse resolution steps, 3) spend less time on common knowledge and more time on new issues and complex work, while still crowd-sourcing help as needed.

Over time, the library becomes a living and breathing representation of the team's body of knowledge. As people come and go, the library remains intact. 

Libraries can be sustained to serve thousands with only a few operators. 

You're working sustainably when you have co-creation, or core value and super value. Super value is created through collaboration by the service provider and the customer together. This emphasizes a holistic framework where environmental and social benefits are elevated above economic profits.

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To develop team's knowledge bases and libraries, I help leaders curate organizational, experience-based documentation - i.e. journey maps 📍, decision trees 🌳, knowledge architecture 🌐, policies and rules 📐, engagement details 😊, and knowledge bases 📚 - and practice reusing these resources. 

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Let's make maps 📍, trees 🌳, networks 🌐, rules 📐, engagement 😊 and knowledge 📚 to provide game-changing service in this ever-changing world.