Root Requirement: Soft Skills
Quality of documentation reflects the IT guy's competency of soft skills: analysis of intended readers, organization of content, written communication, etc. It exactly points out that why we needs the current IT guy to have competence in both soft and techincal skills.
Needless to say how user manual can help users to operate the system, reduce helpdesk calls, etc., the present of a good user manual can also help in 'responsibility transfer' from IT dept. to users themselves since anything has been clearly documented. Improper use or keep unknown of certain system features by users is no longer the IT responsibility. It is especially important in case serious problem has caused by improper use of the system by users. If it indeed occurs, don't blame IT dept!
But don't forget, it works only if the manual is written good!
