The first half of the essay:
> It happened astonishingly fast; within about five years a knowledge skill that I had completely taken for granted as a basic requisite in an undergraduate was diminished beyond recognition.
Then the second half
> A good way of writing documentation for human beings today will still be a good way to do it in a few years’ time.
Don't these contradict each other? Documentation that worked well for us who grew up pre-Internet is not working well for "web natives".
No, because the first one isn’t talking about writing documentation. It’s talking about knowledge discovery as a learned skill that eroded when web searching replaced how knowledge used to be sought. They actually say: even in the new-fangled domain of web searching, which you would think web natives would be better at, it’s actually people who had learned the skills and techniques of knowledge discovery pre-web who were better at finding what they were looking for. Now, why they think that is the case is a bit harder to grok, having to do with their object-oriented (sorry, sorry) view of understanding/knowledge.
Contrast that with the second quote. Good documentation could be in a dusty book in the library or in a SPA. What makes the documentation good isn’t, however, related to people’s ability to navigate information spaces.
I can think of a bad one where a significant number of laptops and 1st party docking stations were deployed. There was an issue where in certain scenarios plugging into the dock would brick the dock. It affected ~5% of the population in 90 days. Vendor response: fuck you.
One of the interns working on desktop support at the org figured out that certain laptop serial number ranges were affected. She then popped it open and found what turned out to be a counterfeit chip.
Flying monkeys were released and the CEO of the vendor got a call. End result: ~$40-50M redeployment of everything, eaten by the vendor. If they had been accountable from the beginning, they likely would have recalled $3-5M of devices and spent $300-500k on deployment.
On the flip, I remember one scenario where an off warranty device failed before its replacement was ready (and the replacement was another vendor). The part wasn’t available locally, and the account exec ditched a conference in Chicago, picked up the part from a depot in Indiana and drove it to Massachusetts overnight, with a CE waiting for it in the lot.
It really doesn’t matter what the organization’s policies and procedures are. At most, an organization’s culture may affect this, by nudging marginal cases to align with the culture. But in the end, it always comes down to individual human beings.