Writers complain that community content is of poor quality, unreliable, badly written, etc. etc. as if it were something that could therefore safely be ignored. This is like complaining that the sea is sometimes rough. So it is, but it is still the sea, and we can still only sail upon it and take our chance with the weather. If we try to pretend it does not exist, it will simply drown us.
I was rereading some material in the long-running do-people-read-the-manual debate (such as Tom Johnson’s If No One Reads the Manual, That’s Okay), and it struck me that there is an assumption that people on both sides of this debate are making which deserves some scrutiny. We all assume that technical documentation operates at first hand. That is, we assume that when a user wants help, they get that help directly by reading the manual or the help system or by watching a video, etc. I don’t think that assumption is correct. In fact, I’m convinced that it is naively and dangerously wrong, and that measurements and decisions based on this assumptions may be fundamentally flawed and harmful to a company and its customers.