Becoming a documentation-first company

In management, documentation often sits at the bottom of the to-do list, something to get to when everything else is done.

But for Shannon Emery, Community Operations Manager at Kaplan, documentation isn't an admin. It's empowerment.

With over a decade of experience at Blackbaud, Higher Logic, and Alteryx, Shannon brings a unique perspective shaped by her early days in support operations. That background gave her a deep appreciation for systems that scale and support humans doing great work.

At Kaplan, Shannon now sits in a community operations role, supporting her team not by being front and centre but by building the scaffolding that allows them to thrive.

She sees community ops as a force multiplier, making the work more resilient, consistent, and scalable.

“"Good documentation doesn't limit you - it gives you freedom. If the day-to-day stuff is handled, you can spend your energy on the creative parts of the job."”

When we spoke on the DCLP, Shannon outlined a pragmatic approach to getting started with documentation. It doesn't need to be a 30-page playbook from day one. She advises community managers to begin with the cornerstones: moderation, trust and safety, and internal escalation paths.

"Start with moderation, trust and safety. What do you do when things go wrong? What do you do when things go right? Write it down. It doesn't need to be fancy. Just start."

That mindset shift, from documentation as a burden to documentation as a tool for clarity and resilience, is at the core of Shannon's approach. She positions ops not as a chore but as the backdrop that makes creative, relational work possible.

This is especially critical in community roles, where teams are small, work is cross-functional, and burnout is a constant threat. Shannon talks openly about her own experience with burnout and how stronger boundaries and better documentation allowed her to re-enter the field with more energy and purpose.

She also champions documentation as a signal of professionalism. When you're running a community that spans departments or reports into leadership, transparent processes help everyone understand how things work and who to go to.

Whatever you're building or scaling and haven't yet documented your key processes, this episode is a must-listen. Shannon's advice is approachable, practical, and deeply rooted in experience.

You can listen to the full episode on the Digital Community Leaders Podcast.

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