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O’Reilly editor Andy Oram has an excellent article about community-based documentation where he shares his research findings - and it’s not all sugar-coated. Only about half of forum questions are answered correctly, and when a user needs more training or indepth explanations on complex products or configurations, the community can sometimes let them down. Community leaders learn quickly that they can become targets when trying to explain that a task is difficult or complicated. See Educating computer users: the need for community/author collaboration. Find out when documentation deserves further polishing. Excellent insights.
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