One policy change. Three different answers.
A person—and an AI assistant—need reliable guidance.
◇Fictional company. Invented rules and records. An
independent work sample inspired by a public knowledge-management role,
not DraftKings’ policies, systems, or internal data.
01 / THE EVIDENCE
Same question. Different answers.
SCENARIO DATE 6 NOV 2026
A CUSTOMER ASKS
“I received my Autumn Boost reward today.
How long do I have to claim it?”
Open each record. Check its authority, timing, and ownership—not just
the biggest number.
POL-014 · V3APPROVED · FUTURE EFFECTIVE
Promotional reward policy
5 days to claim
The newest policy. Not yet in force.
Owner
Promotions Policy Lead
Approved
5 Nov 2026
Effective
9 Nov 2026
Inspect policy record +
Scope: Autumn Boost rewards issued on or after 9
November 2026.
Rule: Claim within five days of issue.
Transition: Policy v2 remains authoritative for rewards
issued before 9 November. Its seven-day window is unchanged.
Approval: Policy and Compliance review complete.
Publication scheduled; downstream content updates not yet
confirmed.
FAQ-028 · V2PUBLISHED · CURRENT
Customer help article
7 days to claim
Correct for today. A change is coming.
Owner
Customer Knowledge Lead
Approved
1 Oct 2026
Source
Policy POL-014 v2
Inspect FAQ record +
Scope: Rewards issued before 9 November 2026.
Rule: Claim within seven days of issue, as confirmed by
approved Policy POL-014 v2.
Gap: No linked change task or scheduled update for v3.
The five-day rule will need a dated version covering newly
issued rewards.
Important: Publication alone does not establish
authority. The linked, approved policy does.
GUIDE-009 · UNVERSIONEDOWNER & SOURCE MISSING
Internal support guide
10 days to claim
A familiar guide. An unverified answer.
Owner
Unassigned
Last reviewed
12 Aug 2026
Source
Not recorded
Inspect guide record +
Claim: “Tell customers they have ten days.”
Evidence: No policy reference, approval record, or
exception authority.
Action: Flag and remove from active answer sources
pending owner review. Retain a traceable record; don’t quietly
delete the discrepancy.
02 / YOUR JUDGMENT
What can support say today?
REWARD ISSUED 6 NOV 2026
The new policy is approved, the FAQ says seven days, and the internal
guide says ten. Choose the approach you would authorize.
03 / FROM ANSWER TO OPERATING MODEL
Fix the system behind the answer.
PROPOSED WORKFLOW
A correct answer today is a start. A controlled change keeps the FAQ,
support guidance, and AI sources aligned tomorrow.
Link the policy to the FAQ, support guide, training notes, and
AI retrieval sources.
Knowledge Manager + Content Owners
3
Review & test
Review revised content and test pre-change, post-change, and
unknown eligibility cases.
SME Reviewer + Support / AI Owners
4
Publish by scope
Activate dated guidance together. Preserve the old rule for
older rewards; retire the unverified guide.
Publisher + Platform Owner
5
Close the loop
Sample answers, track exceptions, and return any source conflict
to its accountable owner.
Knowledge Manager + Quality
TRY THE BOUNDARY CASE
One answer doesn’t fit every reward.
After the proposed review and publication, this is how approved
guidance should behave.
AI can help find, draft, and flag.
People establish policy authority, approve changes, and own
exceptions. If the applicable rule cannot be verified, the answer
should stop and escalate.
THE WORK BEHIND THE DEMO
Reliable answers need an operating model.
My approach starts with the work: who decides, what changes, where
that change travels, and how we know it reached the people and tools
relying on it.
What I’d investigate first
Which sources are authoritative—and who can approve an
exception?
Where is the same guidance reused, including in AI?
How are effective dates, eligibility, and version history
handled?
Which teams own publication, validation, and rollback?
What I’d pilot
One policy family, a small set of linked articles, named owners, a
review path, and a handful of meaningful answer tests. Prove the
handoffs before expanding.
What I’d measure
Ownership coverage · overdue reviews · unresolved conflicts · time
from approved change to coordinated publication · sampled answer
accuracy.
Proposed measures. No measured results are claimed for this
fictional case.
CONNECTED TO MY EXPERIENCE
At Versant, I built the foundation of a knowledge operating model
across 8 Operations & Technology groups and 38 subgroups.
Earlier controlled-documentation work grounded my approach to
ownership, revisions, approvals, and traceability.