Why this matters
After a website project ends, your team needs to be able to maintain, update, and extend the site. A good handover ensures they have the knowledge and documentation they need.
This guide covers what to document, what to train, and how to set up your team for success.
1) Access and credentials
Document all access points and credentials securely.
- Hosting: Hosting provider, login details, server access.
- Domain and DNS: Domain registrar, DNS provider, access details.
- CMS or admin: Admin login, user accounts, permissions.
- Third-party services: Analytics, email, payment processors, APIs.
- Code repositories: Git repositories, deployment keys, access.
Store credentials securely (password manager, encrypted document) and share only with people who need access.
2) How to update content
Document how to update the most common content types.
- Pages: How to edit existing pages, create new pages, update navigation.
- Blog posts or articles: How to create, edit, publish, schedule posts.
- Images: How to upload, optimise, and use images.
- Forms: How to update form fields, change email recipients, test forms.
- Menus and navigation: How to update menu items, add pages to navigation.
Include screenshots or short videos for complex tasks.
3) Common tasks and workflows
Document the workflows your team will use regularly.
- Publishing content: Draft → Review → Publish workflow.
- Updating images: How to prepare, upload, and use images properly.
- Testing changes: How to preview changes before publishing.
- Backing up: How backups work, how to restore if needed.
- Monitoring: What to check regularly (analytics, forms, performance).
4) Technical documentation
Document technical details for developers or technical team members.
- Site structure: How the site is organised, file structure, templates.
- Deployment process: How to deploy changes, what happens when you deploy.
- Dependencies: What the site depends on (CMS, plugins, services).
- Custom code: Any custom functionality, how it works, where it lives.
- Environment setup: How to set up a local development environment.
5) What not to change
Document what should not be changed without developer help.
- Core files: Template files, configuration files, core functionality.
- Code: Custom code, scripts, integrations.
- Performance settings: Caching, optimisation settings, CDN configuration.
- Security settings: Security headers, access controls, authentication.
Clear boundaries prevent accidental breakage.
6) Training sessions
Hands-on training helps people learn faster than documentation alone.
What to cover
- Basic editing: How to update text, images, pages.
- Common tasks: Publishing content, updating menus, managing forms.
- Troubleshooting: What to do when things go wrong, who to contact.
- Best practices: Image optimisation, content structure, accessibility basics.
Training format
- Live session: Walk through common tasks together.
- Recorded session: Record training for future reference.
- Hands-on practice: Let people try tasks with guidance.
- Q&A time: Answer questions and address concerns.
7) Support and maintenance
Document ongoing support and maintenance arrangements.
- Support contact: How to get help, who to contact, response times.
- Maintenance schedule: What maintenance is needed, how often, who does it.
- Update process: How updates work, when they happen, what to expect.
- Emergency contacts: Who to contact if the site goes down or breaks.
For more on maintenance, see maintenance plans that pay for themselves.
8) Handover checklist
Use this checklist to ensure nothing is missed:
- ✅ All access credentials documented and shared securely.
- ✅ Content editing guide created and tested.
- ✅ Common workflows documented with screenshots.
- ✅ Technical documentation for developers.
- ✅ Boundaries documented (what not to change).
- ✅ Training session completed and recorded.
- ✅ Support and maintenance arrangements clear.
- ✅ Team members have access and know how to use it.
What makes a good handover
- Complete: Covers everything the team needs to maintain the site.
- Clear: Written in plain language, with examples and screenshots.
- Tested: Documentation tested by someone who did not build the site.
- Accessible: Easy to find, well-organised, searchable.
- Up to date: Kept current as the site evolves.
Common handover mistakes
- Incomplete documentation: Missing key information or workflows.
- Too technical: Documentation written for developers when content editors need it.
- No training: Expecting people to learn from documentation alone.
- Unclear boundaries: Not explaining what should not be changed.
- Outdated information: Documentation that does not match the current site.
Summary
A good handover includes: access and credentials documented securely, content editing guides with screenshots, common workflows documented, technical documentation for developers, clear boundaries on what not to change, training sessions with hands-on practice, and support and maintenance arrangements.
Keep documentation complete, clear, tested, accessible, and up to date.
If you need help with handover or training, see support and maintenance services or training services. For more on working with developers, see working with web developers: what to expect. You can also get in touch to discuss your handover needs.