Client Knowledge Transfer Protocol (Handoff)

Client Knowledge Transfer Protocol (Handoff)

1. 01

   Inventory all client-related knowledge assets before the handoff window opens

   List every document, wiki page, and shared drive folder tied to the account, including those in tools like Slite or Nuclino, so nothing is missed when ownership changes.

2. 02

   Tag each asset with an owner, a last-reviewed date, and a confidence score

   Confidence scores reflect how current the information is; assets older than 90 days or flagged by automated freshness checks, such as Slite's outdated content detection, get priority for review.

3. 03

   Run a gap analysis against the client's service-level agreement and delivery checklist

   Compare what the team knows against what the contract requires, flagging missing SOPs, contact lists, or historical decisions that would stall a new account lead.

4. 04

   Consolidate scattered notes into a single source of truth

   Move ad-hoc Slack threads, email attachments, and local files into the chosen knowledge platform, whether that is Slab's topic-based structure or Archbee's portal format, to reduce retrieval time.

5. 05

   Record explicit decisions and rationale, not just outcomes

   For each major client choice, note who decided, when, and why, so the incoming team can defend the logic in future reviews instead of guessing from context.

6. 06

   Schedule a live walkthrough with the outgoing and incoming account teams

   A 60-minute session where the outgoing lead narrates the knowledge base, highlights quirks, and answers questions prevents misinterpretation that written docs alone cannot catch.

7. 07

   Capture unresolved questions and open risks in a handoff log

   List items like pending client approvals or ambiguous scope changes, assign owners, and set a follow-up date within 5 business days to close the loop.

8. 08

   Verify the incoming team can locate and use each critical asset independently

   Ask them to perform three sample tasks, such as pulling the latest campaign metrics or finding the approval matrix, and correct any navigation gaps before the old owner departs.