It is valid perhaps for the website she is maintaining, but I think she is totally wrong in applying this to ALL websites. Her premise is that if someone is lo

It is valid perhaps for the website she is maintaining, but I think she is totally wrong in applying this to ALL websites. Her premise is that if someone is looking for information and has not found it - it prompts a question ie. "Where is the information I am looking for?" and that indicates your failure to successfully provide that information. Which is true. However, often-times questions are a result of critical thinking, and their lack shows lack of true understanding of subject material. On other occasions questions are simply technical problems with edge cases of procedures outlined on the website. Such edge cases should not be part of procedures themselves because they would distract 99% of people who do not encounter them.