COMPANY PLAYBOOK
Niteo
Niteo turns the operating knowledge of a small open-source company into a living, contributable handbook on GitHub.
System principles
- Keep process in open documentation team members can change.
- Do not turn customer support into a specialist silo.
- Share company outcomes with the team.
Tensions and trade-offs
- Openness creates strong context in a small team while key-person risk and maintenance load remain.
- Everyone doing support creates customer knowledge but interrupts specialist work.
PRACTICES