I've been thinking for a while about this, and wanted to ask your opinions. I am posting it in lj_userdoc but I have posted a link to this discussion in lj_support as well, as this affects them as well. If you're not a part of Userdoc, and have come here from the Support Community, I still would value your comments.
I've decided to ask everyone what they thought first before I got to work on this. I'd like know what everyone thought about taking a more "top-down" approach to organisation and development of the FAQs. More looking at the general areas where there are FAQs needed, and then coming up specifically with the questions and answers.
At the moment, I noticed that a FAQ gets written and posted, and as a result some areas have lots of FAQs, and some don't have much at all. There's very much a "piecemeal" approach to the FAQs, and they don't necessarily integrate well with each other. There also seems to be a lot of things that Support is repeating recently, but there are no FAQs for.
I don't want to tread on any toes here, and that's why I'm writing this post. I know that Gita (genders) was doing something on this, and I was going to get working with her, but I believe she's having problems with her ISP.
I'm wondering, how would you feel if I took on the job of trying to co-ordinate a plan for what FAQs are needed, and getting them organised, grouped appropirately by area? In some way this can incorporate in the FAQs what we hoped to achieve with the Guides as well.
I'm prepared to do this if you'd like, slowly over the next few months or so (I have exams soon, and then go studying in a rural hospital for a month, but will be able to work on it from there), and more after that.
Perhaps I could pose the questions in LJ Support (initially what areas do we need to support,
then later taking each area, asking what questions continually come up, writing a list of questions that would lead through all the aspects of that area, from the simple to the difficult, then eventually assigning the task of writing FAQs or rewriting current individual FAQs, keeping in mind which other ones are being written on the topic, then getting people to review them. I realise this is a massive task, but I do think I have the relevant skills in Project Management that would allow me to get it done in a reasonable time frame. I also believe in transparency in what I do, so at each stage I would report back to Userdoc and Support for comments.
The big question is, do you think this is useful and needed or not, and if it is, whether it would be inappropriate for me to do this?
Let me know what you think. I'm happy to elaborate if you have any questions about what I'm thinking of doing. If you think it's a bad idea for me to do it, that's fine, and I'm happy to continue as a general member of the Support community as usual.