Turning repetition into improvement.
WHAT REPETITION INDICATES
A gap in the product, the documentation, or the communication.
WHAT TO DO ON NOTICING IT
Record it as a pattern, not another ticket.
WHAT TO ESTABLISH
How often, and from whom.
WHAT TO DO ABOUT A PRODUCT GAP
Propose the change, with the volume.
WHAT TO DO ABOUT A DOCUMENTATION GAP
Write the article, and link it where the confusion occurs.
WHAT TO DO ABOUT A COMMUNICATION GAP
Fix the message that set the wrong expectation.
WHERE THOSE USUALLY ORIGINATE
Sales material Purchase confirmations The interface itself
WHAT TO AVOID
Writing a better template and considering it solved.
WHY
The question continues, forever.
WHAT TO MEASURE
Volume for that question, before and after.
WHAT SUCCESS LOOKS LIKE
The question stops.
WHAT TO DO IF IT DOES NOT
The fix was wrong.
WHAT TO CHECK THEN
Whether people find the documentation Whether it answers what they actually ask
WHAT TO ASK THE NEXT PERSON WHO ASKS
Where they looked first.
WHY
It tells you exactly where the answer should be.
