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The process of troubleshooting problems in complex systems involves systematically obtaining and synthesizing information from many sources, Creating troubleshooting support documents involves an analogous planning and development process. Three activities are essential to the creation of successful troubleshooting materials: cultivating strategic partners, designing an effective document, and implementing efficient information gathering processes. The unique nature of troubleshooting information requires approaches to these activities that can be adapted to different situations. This paper uses an informal case study format to illustrate how several techniques developed at Cisco Systems, Inc. can be used to create troubleshooting material for any complex system.
Lew, H. Kim. STC Proceedings (1994). Articles>Documentation