VANKPA
The decision
A knowledge assistant needs an update process for the material it uses. Approved sources can still become obsolete. Define who owns each source, how changes reach the assistant, and how withdrawn information stops appearing in answers.
In practice
A service policy might change while an older guide remains in another folder. The assistant should not treat both as equally authoritative. Preserve version context and make conflicting or missing authority a reviewable problem.
- Create a source register, update triggers, and tests for changed topics.
- Review access boundaries after updates and verify removal as well as addition.
- Keep an operational route for staff to report an outdated answer with the supporting source.
When to take the next step
Create the refresh process before the assistant becomes part of daily work. Use a policy that has changed recently to test replacement and withdrawal behavior.
Questions clients ask
Should every company file become a source?
No. Select approved, relevant material with clear ownership and access rules.
How do we test freshness?
Use questions whose answers changed and confirm the current source is used while obsolete material is excluded.
A worked scenario
Consider a company maintaining an internal knowledge assistant. The useful outcome is to answer from current approved material. This is a planning example, not a reported client result. The team needs a decision that can be checked against real work, rather than a feature list that looks complete during a presentation. The starting question is whether the proposed approach changes that particular task in a way the people doing it can recognize.
In this situation, an obsolete policy continuing to inform answers is the failure to guard against. Ask the responsible person to demonstrate an ordinary case and one difficult case using current records or safe test data. Record what they expect to happen, what actually happens, and where they need another person to intervene. Those observations establish the scope for this example; they do not justify an assumed improvement percentage or a guaranteed business result.
Decision checkpoints
| Checkpoint | Practical action | Evidence to retain |
|---|---|---|
| Prepare | Assign owners and review dates to important sources. | The approved scope, relevant source records, and unresolved questions. |
| Verify | Remove superseded versions from active retrieval. | The test case, expected result, observed result, and correction needed. |
| Operate | Test answers after a source changes. | The responsible owner, completion record, and next review trigger. |
Use these checkpoints to answer from current approved material; they are a sequence of decisions, not a promise of a particular schedule. A completed document or screen is not enough if the underlying action still fails. Keep unresolved items visible and describe which ones prevent progression. The evidence can be a small test record, an approved mapping, or a reviewed example. It should be understandable to someone who was not present when the work happened.
Measure the useful result
A useful check for this topic is current approved retrieved sources divided by sampled retrieved sources. The numerator is current approved retrieved sources; the denominator is sampled retrieved sources. Define the sampling window, exclusions, and source of each count before interpreting the result. If only selected examples can be reviewed, describe them as a sample. Do not present a small reviewed group as a complete picture of the business, and do not assign a target simply because a round number looks persuasive.
The measure helps reveal whether the team can answer from current approved material, but it does not explain every cause of success or failure. Inspect the underlying cases alongside the summary. If the count changes after remove superseded versions from active retrieval, check whether the operating result changed or the counting method changed. Retain enough context to explain the difference. When records are incomplete, state the limitation and use a direct task review instead of manufacturing a precise-looking estimate.
Step 1: Prepare the evidence
The first practical move is to assign owners and review dates to important sources. Start with the smallest set of examples that covers the important variation in this scenario. Include an ordinary case, a case with missing information, and a case that requires intervention. Describe the intended result before reviewing the current behavior. This keeps the preparation focused on the outcome: answer from current approved material.
For a company maintaining an internal knowledge assistant, the person responsible for the source information should take part in preparation. Ask that person to confirm which information is authoritative and which points still need a decision. Record those uncertainties beside the scope instead of hiding them in a general assumption. Preparation is complete when another team member can follow the agreed example and explain what evidence would allow the work to continue.
Step 2: Test the difficult case
The next move is to remove superseded versions from active retrieval. Compare expected behavior with observed behavior in the same test, rather than comparing two descriptions written at different times. Pay particular attention to an obsolete policy continuing to inform answers. A demonstration that works only for its author does not establish that the intended user can complete the task. Let the reviewer attempt the work with the instructions they would normally receive.
For this check, retain the input, the relevant condition, and the final disposition. A screenshot can illustrate the state, but the record also needs to explain what the team expected and why the result matters. If important sources contradict one another, hold the decision open and send it to someone with the authority to resolve it. Retest the changed case after correction; an agreement to fix something is different from evidence that the correction works.
Step 3: Assign operating ownership
The operating move is to test answers after a source changes. A successful initial test should lead to a repeatable responsibility, not a permanent dependency on the person who built the solution. Name the person who reviews the result, the person who can change the rule, and the person who responds when the task fails. In this scenario, each responsibility contributes to the same outcome: answer from current approved material.
Give the operator a short record of what healthy work looks like and what requires intervention. Include the warning case of an obsolete policy continuing to inform answers, together with the relevant records and support route. The procedure should be usable during normal work, not only during a formal review meeting. Check that an authorized backup person can follow it before treating the approach as ready for broader use.
Handle exceptions deliberately
The specific pause condition is that important sources contradict one another. Make the pause visible to the person doing the work and to the person responsible for resolving it. Preserve the relevant context so investigation does not depend on memory. A stopped case is still part of the process; it needs a status, an owner, and a safe route back into ordinary work after the uncertainty is resolved.
Before restarting, establish whether an obsolete policy continuing to inform answers affected only this case or indicates a wider rule problem. Correcting one record may be appropriate for an isolated exception. A recurring pattern may require changing the definition, interface, routing, or review procedure. Test the restart against the original case and one related variation. Record the reason for the change so later reviewers can distinguish a deliberate decision from an unexplained workaround.