Why Does Our Team's Documentation Fail? (2)

The main causes of documentation failure lie in the psychological burden of knowledge sharing and the difficulty of inducing autonomous contribution. To overcome a culture where asking questions feels like revealing that you 'don't know,' Toss runs a 'Dev Consultation Week' where asking questions feels natural, and lowers the barrier to participation by delivering short pieces of knowledge every day through the chatbot 'Hassi.'

AI technology has brought major changes to how documentation is done. By using AI to turn question-answer status and document update trends into metrics, it's now possible to objectively monitor the state of documentation. In addition, a strategy of separating documents meant for humans to read from documents meant for AI to read has also been introduced.

• Central documents: documents managed to be easy for people to read
• Repository documents: documents containing detailed context and specifics for each team

Ultimately, the most important thing for successful documentation is gathering knowledge in one place, and depending on the nature of the organization (domain vs. chapter), a strategy of varying the update cycle and the level of abstraction of documents is needed.