Crowdsourcing documentation may seem like an innovative solution to improve your docs, but it often leads to chaos, confusion, and inefficiency. While opening up contributions to everyone can surface valuable feedback, like areas where users feel confused or frustrated, it doesn’t solve the root problems and can actually exacerbate key issues.
On the upside, crowdsourcing can highlight a range of user perspectives, offering insight into diverse needs and experiences—but only when managed effectively. Only experienced developer-writers can competently assess user frustrations and insights to create clearer pathways and revised information architectures that better sustain users across the scope of the documentation.
Though problematic, crowdsourcing in theory offers an efficient way to update documentation on the fly.
✅ Spotlighting Difficult Parts: A user struggling with setup instructions might flag unclear steps, prompting the team to clarify the process and reduce onboarding friction.
✅ Diverse SME Contributions: A customer success manager might contribute simplified troubleshooting tips, making documentation more user-friendly for non-technical audiences.
There are numerous problems with crowdsourcing documentation:
Writing effective docs involves a lot of context, including understanding the users, the product, and the company, as well as how to write documentation that actively works to sustain users. As users who know how to write docs, we have the ability to tackle the preceding challenges.
1. Analyze user pain points from both sides—users and experts.
We use our deep understanding of effective user journeys (combined with what’s already written) to organize everything into a coherent set of paths, presenting users with the exact information they need at every point they will need it. In this regard, every user can know what they need to do with the product to get the most value.
2. Create structured user pathways tailored to specific goals.
Drawing on our extensive experience with the product—and the confusion, frustration, and feedback shared by users—we identify what information would have made their experience better. From there, we document the most effective solutions using proven best practices.
This Try → Figure it out → Explain the optimal path process gives us an experience similar to crowdsourcing—yet with the distinct advantage of combining a deep understanding of both the user’s perspective and the expert’s insight, informed by comprehensive before-and-after research.
3. Continuously refine based on feedback and product changes.
Drawing on our extensive experience with the product—and the confusion, frustration, and feedback shared by users—we identify what information would have made their experience better. From there, we document the most effective solutions using proven best practices.
Crowdsourcing alone expects the users (who have the problem) to understand how to fix it for themselves. Or it asks the experts (who have never used the product as a user) to guess what the users already know. Each approach assumes context that isn’t there. It takes time to build the context for both sides, and most people don’t have that kind of time to invest in a random step within a tutorial.
Don’t assume users can fix issues effectively.
The areas readers have issues with are usually not where the problems were caused.
Crowdsourcing does not create user pathways. Instead of designing a clear path for each user to find what they need to know, information is patched into any page where someone is confused. This can leave the root causes of confusion unresolved and affect other pages.
For example, when a key term or concept is central to your product, it's common to see it redefined throughout crowdsourced documentation. A better approach would be to define it clearly once on a dedicated page, and then link to it consistently throughout the docs. This way, anyone unfamiliar with the term can quickly access its definition when needed.
Avoid patching content into random places—it creates chaos.
Crowdsourcing often results in duplicate content, which makes it hard to update when things change. This is especially problematic with a rapidly shifting product.
Duplicate content can also lead to discrepancies when one instance is updated while others are overlooked, causing conflicting information across the documentation. Inconsistencies in guidance erode user trust and force teams to spend unnecessary time untangling the mess rather than focusing on improving the documentation as a whole. Over time, the accumulation of redundant content amplifies these problems, making maintenance increasingly unsustainable.
Save time with structured pathways and user-centric design.
Crowdsourced tutorials often lack crucial steps, resulting in users getting frustrated when the instructions don’t work.
Most people don’t know how to write effective tutorials/guides. When you open up contributions to anyone who has a problem reading the docs, expect a massive variety of writing outputs. Almost no one includes all the information needed for entry-level readers to understand how they can follow the steps unless they happen to be very in tune with what the user needs.
As a rule of thumb, a user repeats every incorrect instruction at least three times as they try to figure out what they did wrong. Poor documentation, even when crowdsourced, will ultimately waste user time.
Crowdsourcing may seem like a good idea, as it provides users with the ability to correct and report issues within documentation. However, crowdsourcing documentation will not remedy underlying issues and ultimately contribute to new problems as the documentation is continuously updated.
Overhauling problematic documentation considers the needs of the users as well as deep product experience. At DevDocs, we have the rare ability as power users to understand how to structure and write documentation that solves problems before they occur, leading to stronger user retention rates and happy product users. Learn how we can help to truly fix your problematic docs. Let us transform your documentation into a powerful tool that enhances user satisfaction and retention. Contact us for a free consultation today. The quality of your documentation can make or break your user experience. Don’t leave it to chance—partner with experts who know how to get it right.
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