What is RACI?
RACI stands for Responsible, Accountable, Consulted, and Informed, and is a tool that helps reduce ambiguity between what a person, team, or function thinks their role is, what others think it is, and what is actually carried out. It also prevents cross-functional projects or processes from getting lost or forgotten since it gives everything a defined team responsible for success.
How do we use RACI in the Knowledgebase?
We use the RACI model to determine who has oversight, input, and interest in specific pieces of content. Each article in the Knowledgebase has an "About this article" section, where you can find this information. Specific responsibilities are listed below:
In the knowledgebase, Responsible is the person who ensures the article is up-to-date and notifies Informed of any changes. This is also the person readers will seek out with questions concerning article content.
In general, Responsible is the person who does the work to achieve the task. They are responsible for getting the work done or the decision made. As a general rule, this is one person.
Example: A salesman is responsible for selling an item, but doesn't have accountability for making sure that the store as a whole is successful in sales.
The person who is ultimately accountable for the process or task. Generally, the "Accountable" party delegates the actual doing of the thing to the person listed as "Responsible." Ideally, this is one person. The "Accountable" individual is the person that the "Responsible" individual goes to for direction and whom stakeholders approach for reports and updates.
Example: A sales manager is responsible for making sure the sales team is effective. This means working to develop effective overarching strategies, training, or initiatives.
The people who provide information for and give input on the project. There is two-way communication with these individuals, as they are usually subject-matter experts.
Example: A sales consultant might be hired to give additional insight on effective sales strategy. A representative from the company that designed the products might give input into the best features and how they appeal to their core consumer group. Consulted individuals aren't final decision-makers, but they provide valuable insight to the product, process, or strategy.
The people kept informed of publication or updates to an article and with whom there is one-way communication. These are people that are affected by the outcome of the tasks, but aren't decision-makers or subject-matter experts. The "Responsible" person ensures these individuals are informed when something changes in the process, project, or documentation.
Example: Customer service might need to be informed of current promotions or special rebates offered as part of a sales initiative or a marketing team might need to be informed of new products. The store owner might want to be informed on big-ticket sales goals or promotions.
Each letter in the RACI model represents a role given to individuals or groups involved in a product or process.
Accountable and Consulted are optional, depending on the article. Responsible and Informed, however, are always recorded, regardless of the article's content.
Where do stakeholders fit in?
All stakeholders should be accounted for in the RACI model (especially in the Consulted and Informed groups). For higher-level or more complex tasks, you might have stakeholders who don't fit in the RACI categories. In these cases, you may consider the expanded RASCI model, where the "S" represents "Stakeholder."
Responsible: Organizational Learning Strategist (OPR) (Emily Hermann)
Accountable: OPR Director (Ben Fryar)
Informed: OLC, Article Authors