If the FAQ/knowledge base documentation has real value then you need to maintain it the same way you maintain and enhance the code. Ideally your product doesn'

If the FAQ/knowledge base documentation has real value then you need to maintain it the same way you maintain and enhance the code. Ideally your product doesn't need separate documentation, and FAQs only have answers to general questions that don't change with every release. The product's UI should not require separate documentation or a knowledge base. At one place I worked we had this problem, in two languages, and people frequently adding to the knowledge base. It didn't seem to slow down support tickets, users asked questions they could have found in the docs. So we went through the FAQs/KB and brainstormed how we could eliminate each question by improving the software and the UI. No more articles about how to change a password or how to format a date, because the UI can show that clearly. The company should keep track of the most frequent support requests and deal with those in terms of product features and UI/usability, not by writing another FAQ few users will consult. I bought a new iPhone a couple of months ago. It came with almost no documentation, and what it did come with I didn't need. You want to shoot for what people call "intuitive," more correctly obvious, and remove unnecessary choices and options and dead ends from the product rather than explain to people how to avoid them or work around them.