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  3. January 2008

Re: Documentation Requirements/Standards

On 28/01/2008, Booth Martin <booth@xxxxxxxxxxxx> wrote:

What we did was to install a FAQ for the shop, and asked that the users
& supervisors build it up for us over time. It surprised us at what
FAQs got added, and the splendid attitude of the users. When we
looked at it later we realized that had we taken the energy & time to
document the system we would have ignored a very big percentage of the
problems that users in fact were having. In other words we were glad we
didn't waste our time providing answers for questions that are never asked.

An FAQ sounds like an excellent supplement to, but not a replacement
for, standard documentation. These days a wiki might be a better tool
than an FAQ as it allows anyone with particular knowledge to
contribute and edit.


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