Oh I shared an idea of synchonization that’s a little more crowdsource-y maybe in the other thread (User Guide as a Living Document - how to keep it current/rich/relevant?). I’m maybe more interested in the process than in the specific structure or content (I do care about it but I don’t have enough experience to have a worthwhile opinion).
I do have to say I always get a little nervous when I see references like “support forum and support request” since I sort of take it to mean “if what you want to understand isn’t in this guide, there is an alternative process for supporting you and when you ask a question you can expect a timely answer” which is only the case where someone(s) who has time and experience is receiving and answering the question" (as much as we would like that, it has never been the case in the US).
Probably more of a meta question or maybe a new thread, but how does a user guide fit in with all the other support options in a given country? is that relationship the same across instances, or is it influenced by each instance’s particular set of resources, cultural preferences, and user demographics?