I had two appointments this past week. The first was one for my car to get my oil change and to make sure everything was in good working order (it was). A couple of days later, I had a dentist appointment. It was a routine cleaning (I also had a procedure done — one that I’d been putting off for a while). While the two appointments were for different reasons, they both served the same purpose: to perform maintenance.
Just about everything, especially anything mechanical, is going to break down over time. Maintenance ensures that things remain in good working order. But when we think about maintenance, we usually think about car repair, roadwork, furnaces, and water heaters.
I’m sure many people in tech industries consider periodic hardware and software maintenance. Hardware can break down. Drives crash occasionally. CPUs are upgraded to keep pace with emerging technology and to support software. Speaking of software, bug fixes are constantly made. There’s also the matter of security; virus software definitions are constantly updated, and operating system patches are distributed to ensure computers are safe.
But here’s another question: when was the last time you maintained your documentation? Does your documentation, which was written for, say, Version 1.0, reflect what is in Version 2.0?
The trouble with documentation, even the best-written documentation, is that it can become obsolete over time. Processes and systems change. Interfaces are redesigned. Steps become more efficient, or in some cases, even eliminated. Change happens. It’s one of the sure things in life. Documentation should also change as well. How often has your help desk received calls from frustrated customers saying things like, “your instructions say ‘press the red button,’ but there’s no red button on the interface!”
If your product changes — and it inevitably will — your instructions should change with it. It’s important that systems are maintained. Your documentation should be maintained as well.