Why Our Team's Documentation Fails (2)

The core reason for documentation failure is the psychological burden associated with knowledge sharing. The fear of exposing one's own ignorance through questions, or the anxiety that a written document might be incorrect, prevents knowledge from being shared.

To address this, Toss attempts two cultural approaches.

• Fostering a questioning culture: Events like 'Developer Consultation Week' create an atmosphere where asking questions and providing answers feels natural.
• Automated knowledge transfer: By delivering short pieces of knowledge daily through a bot named 'Hassi', knowledge flows even when users do not actively search for documentation.

AI technology has brought significant changes to documentation practices. AI assists in drafting documents and lowers the barriers to knowledge dissemination through chatbots. Additionally, it enables organizations to quantitatively monitor the state of their knowledge circulation by quantifying metrics such as question response rates and document generation trends.

Meanwhile, as the purposes of documents intended for AI and those intended for humans diverge, documentation structures are becoming bifurcated. Central documents managed by Technical Writers are operated separately from detailed documents recorded in each team's repository.