Are Docs a Responsibility or a Business Asset?

Do we write documentation to fulfill a responsibility, or to create a business asset? Are we striving to meet a set of requirements pronounced by either convention or regulation, or are we striving to increase corporate revenues and contribute to shareholder value?

The question is provoked by an interesting discussion with Jonatan Lundin in the comments on Tom Johnson’s post Using Tags to Increase Findability. (The discussion has virtually nothing to do with using tags to increase findability — sorry Tom!) Jonatan’s position (if I have understood him correctly) is that tasks can be divided into product-centricĀ  and organization-centric, and that documentation should stick to covering product-centric tasks and not touch organization-centric tasks. My position is that the user’s task is to use the product’s features to meet the organization’s goals and that if we are going to produce task-oriented documentation, therefore, we cannot ignore the user’s business domain. read more