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I think I get what you're saying, but you could argue that the same problems
appear in any document -- online help, paper manual, and so on.
Are these problems more pronounced in knowledge bases? Are KBs less
accessible than more structured documents?
Geoff said:
> > Knowledge bases work very well for a particular type of user
> > (someone who
> > wants to learn by themselves and who is patient enough to
> > root through your
> > knowledge base). But most users just want to get the job
> > done, and can't be
> > bothered digging through a knowledge base to find solutions.
And Mike said:
> It goes deeper than that. In my capacity as professional idiot...
> er, I mean technical writer, as well as in my capacity as user
> of various software products, it has been repeatedly brought to
> my attention that people use different terms to mean the same
> thing, and that they string concepts together differently,
> depending on their history and their entry to the field.
>
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