In any organisation, the transmission of information or advice, whether internal or external, is only as strong as the accuracy, clarity, and consistency of the documentation which supports it. From the simple email or the detailed report to standard operating procedures and public-facing communication, the role of quality assurance (QA) in information flow is not a luxury; it is a non-negotiable, it is a necessity.
Call it by any other name – attention to detail, a meticulous approach, highest standards or a sharp eye – it is a fact that QA is often undervalued or seen as little more than a post-process activity rather than a fundamental first-point and foundational part of communication delivery. The mindset that “near enough is good enough” is disturbing and moreover creates unnecessary risk. Those risks include, at the most basic level, double handling, ergo – the need to redo work; to creating confusion and misunderstanding, and causing reputational damage. In professional environments where clarity underpins success, QA should not be optional. It is a critical component in successful outcomes and should be viewed as a pillar of any corporate model.
We know that every communication in a business sets off a chain reaction, good and bad. A vague policy update can result in inconsistent interpretations across teams and even a simple typo in a report can set off a ripple effect, casting doubt on the professionalism and credibility of an entire organisation.
Where clear, concise and accurate information flow drives decision-making, compliance, and service delivery, there is no room for ambiguity. Quality assurance ensures that what is written is accurate, consistent, and unambiguous. It safeguards the organisation’s intent and makes sure that what people read is what was intended.
In spite of all this, one of the most common mistakes is that sum still treat QA as a final step; a proofread before sending or publishing. In reality, QA should be built into every stage of documentation. It starts with asking the right questions: Who is the audience? What do they need to understand? What is the objective? What risks could arise from miscommunication?
From drafting and reviewing to editing and sign-off, each phase of content creation should involve checks for clarity, accuracy, relevance, tone, and consistency. When QA becomes a mindset rather than a tick-box exercise, the result is higher-quality communication that builds trust.
Documentation is more than just admin. At its best, it is a strategic asset. From an internal perspective, high-quality documentation ensures that onboarding is smoother, knowledge is retained, handovers are cleaner, decisions are traceable, and compliance is demonstrable. It ensures that the intellectual property of an organisation doesn’t walk out the door with a former employee. When QA is applied consistently, it protects institutional memory and supports operational resilience.
Effective QA is not limited to spelling and grammar, so the clicking on the Editor to check Spelling and Grammar, simply doesn’t cut it. QA covers a broad set of checks and balances, including:
– Fact-checking to confirm technical accuracy
– Consistency in terminology, formatting, and tone (including uniform naming conventions)
– Clarity testing to ensure the message is understood by the intended audience
– Version control and traceability to support transparency
– Streamlined communication tools so everyone is literally on the same page
– Feedback loops so content stays relevant and reflects reality; and,
– Defined approval workflows with accountable reviewers
While tools like templates and collaborative editing platforms can support the process, lasting impact comes from a shared commitment to getting it right every time.
In a world where clear communication sets the course, quality assurance isn’t optional; it’s the quiet engine that keeps everything moving in the right direction. Some might dismiss it as pedantry, but attention to detail and delivering a high-quality product should be the baseline expectation for any client investing in our expertise.
Ensuring QA is baked into your daily routine is not being overly meticulous, it’s about professionalism, valuing precision, and taking accountability.
It’s about doing the job right, the first time, because the outcome matters and our aim should always be to make great things happen.
Frank Coletta, Senior Executive, Strategy & Public Affairs
