Answering once instead of many times.
WHAT TO NOTICE
Questions you answer more than twice.
WHAT THAT INDICATES
Something is unclear or undocumented.
WHAT TO DO
Write the answer once, properly, somewhere findable.
WHERE
Internal documentation, or customer material.
WHAT TO DO WITH THE NEXT ASKER
Answer, and send the link.
WHY BOTH
Sending only a link reads as dismissal.
WHAT TO ASK WHEN THE SAME QUESTION RECURS
Whether the thing itself should change.
WHY
Documentation compensates for confusing design.
WHAT EXAMPLES LOOK LIKE
A setting people cannot find A process nobody understands A form with an ambiguous field
WHAT TO DO ABOUT THOSE
Fix the source, where you can.
WHAT TO MEASURE
Whether writing it reduced the questions.
WHAT TO DO IF IT DID NOT
The material is not findable, or it does not answer the real question.
WHAT TO CHECK
What words people actually use when asking.
WHY
They differ from yours, and search depends on matching them.
WHAT TO BUILD OVER TIME
A collection answering the real questions.
WHAT MAKES IT USEFUL
Being current, findable and written in the asker's language.
WHAT TO REVIEW PERIODICALLY
Which answers are still correct.
