How do you handle an employee who refuses to document anything?
I have a senior IC on my team who is technically excellent. They solve problems no one else can and clients love them. But they absolutely will not document anything. No process notes, no ticket updates, no handoff docs. They say it slows them down and that people should just ask them directly.
The problem is that creates a bus factor of one. When they take time off or get pulled onto something urgent, the rest of the team is stuck. I have tried explaining the business case, framing it as knowledge sharing not busy work, even sitting with them to start a template. Nothing sticks. They nod and then just don't do it.
I am hesitant to put this in a formal PIP because they genuinely deliver on their core work. But I also know this is not sustainable. Other team members are starting to notice and I can feel resentment building.
Has anyone successfully turned around an employee like this without losing them? What actually worked? I am open to creative solutions or non-obvious approaches. At this point I just want the information out of their head and into a shared space so the rest of us can breathe when they are out.