I just started reading Conversation and Community by the amazing Anne Gentle. I’m a few dozen pages in, and already recognize that I’m sitting at the feet of a guru.
I’ve been doing documentation for 15 years, roughly, making it up as I go along. I’ve done pretty well, considering, with 8 or 12 books (depending on what you count), and large portions of the Apache httpd docs to my credit, but Anne has made a science of it, and I’ve been continually impressed with the way that she wrangles groups of people into producing great content in literally a few days.
I’ll have to write more, later, once I’ve finished the book. I find that books like this tend to clarify and focus things that I’ve observed, but never taken the time to really analyze, about documentation and “customer support”.