Is an onboarding playbook intended for external use by customers?

An onboarding playbook is primarily designed as an internal document used by organizations to facilitate a structured and consistent approach to bringing new employees, products, or services into the company. The focus is on providing clear processes, checklists, and best practices for internal stakeholders, such as HR, managers, and team leaders, to ensure a smooth transition and integration.

This document serves as a foundation for training and supporting new team members by outlining the necessary steps and resources needed for successful onboarding. While it may contain guidelines that indirectly benefit the customer experience, it is not meant to be a customer-facing guide.

In contrast, customer guides are tailored to assist external users in understanding how to effectively engage with a product or service. The onboarding playbook is not created with the expectation that it will be distributed to customers, which distinguishes its purpose as an internal resource rather than an external customer guide.