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Keep answering the questions, but include a reference to the docs in your answer. Your goal is to introduce them to the usefulness of the tool that is document
by thomastjeffery 4y ago
Keep answering the questions, but include a reference to the docs in your answer.
Your goal is to introduce them to the usefulness of the tool that is documentation, not to simply unburden yourself of trivial questions. If your documentation is good enough to answer their questions, then sooner or later they will start to use it first, because that's easier than asking a question.
The next thing you can do is ask them if they think the documentation can be improved, so that the answer to their question is easier for the next person to find.
Usually, it's not the substance of the answer that they were struggling to find, but the context that would have lead them there in the first place.
When that happens, it feels like your answer is trivial, but that's because the real value of the interaction was encapsulated into the very act of you answering, not the answer itself.
Documentation can be a great way of referencing nouns and verbs. Good documentation will probably answer "what?" and "how?". Great documentation will answer "where?". The trickiest questions end up being "when?" and "why?".
- hinkley 4y agoYou can get people to self serve by putting stuff in the wiki. It’s a good way to make sure things get into the wiki in the first place. Tired of answering the same question? Did you write the answer somewhere? Can people find it? No? Then you’re part of this equation, buster.