Writing good problem determination procedures is at least as difficult as writing a good user manual. Just as for the user manual, the writer has to shift his/her mindset from the designer/developer point of view to the end user point of view.
For me, this is the major advantage of using a universal editable document like a wiki. If you can get people to document the problem at that delicate point between them just now understanding after not understanding .. it should be good documentation! :) ..
Structuring the documentation may not be best to leave to masses though? It'll be interesting to see over the next few months what works?
AndyG.
