I write a lot about how to define, train, implement and monitor best practices. In talking with agencies that I have worked with I find that one of their biggest challenges is determining the best way to publish their documentation and another is how to keep the information current. This article will discuss the following three topics which I believe address these issues:

1. What is the best way to publish our best practices?

2. How and when do we review and update our best practices?

3. Who edits our best practices?

I am currently working on writing standards and workflows for a client on the filing of surplus lines taxes. Now this is a sticky wicket in almost any agency I visit. This used to be so easy. The broker that placed the coverage for the retail agency filed the taxes. Well, that is not the case any longer. So the workflow has just happened over the years and is jumbled and confusing.