As someone who works in an enablement team, I’m trying to instil a best practice of answering with docs. This has a number of benefits to both us and our users:
It ensures our documentation is constantly improving and being kept up to date
It trains users to look in the docs first, before asking, allowing them to self-serve
It reduces future toil
This means when a question comes in via Slack or otherwise we try to answer by linking to the documentation. If there isn’t any, first write some up and then use that as the answer. This should apply to our internal documentation and our own runbooks.
I’d be interested to hear if anyone else has tried something like this and how successful (or otherwise!) it’s been.