Problem with documentation is...
... that those writing the documentation assume everyone who will be reading it knows as much about the product as they do.
I want documentation that assumes I have never touched their product before and can walk me through a task without assuming I am a lifelong administrator of said product. ALL the major manufacturers (Microsoft, Oracle, etc.) make this mistake.
The thing that they fail to realize is that they can cut down on the number of support calls they receive if they only create decent documentation in the first place. Now I agree that this has to be tempered with the quantity of requests, but, seriously, it can be done a lot better than it is.
