I often find that I (and my users) get more value out of a document structured around Frequently Delivered Answers, since it often turns out a bunch of question

I often find that I (and my users) get more value out of a document structured around Frequently Delivered Answers, since it often turns out a bunch of questions end up leading to the same underlying issue. Generally the answers in question are documented in more than one place already, but no matter how many times one restructures documentation there will still be people who end up with a mistake in their conceptual model that means they're looking in all the wrong places (or if you -do- manage to accrue documentation that covers all of the conceptual models you encounter, often you find you now have a percentage of users who get lost because of how -much- documentation there is, so I've largely resigned myself to there being no such thing as a perfect job there, only incremental improvement as time allows). I suspect this is much more true of programming projects than it is of the gov.uk websites though.