User information or documentation is an integral part of a software product. Delivering high-quality documentation should be a complex set of activities that parallel the development of the software. But this is not the case in many companies. There are some areas that we can improve.
- Doc development starts in the middle of or close to the end of a release. Consequently, doc runs the risk of being incomplete, inaccurate and unusable.
- TWs own the deliverables and are the major content contributors. Doc content may be not as technical or readable as expected due to TWs' limited technical background.
- Lack of a review mechanism limits feedbacks and comments on docs. Hard to hear voice from actual product users, like customer support and external users. Even if there are some, lack of notification system or tracking system discourages the interest of reviewing docs.
- Doc development has no continuous integration environment and the latest version is not sync with the code or not convenient to retrieve.