Document authors should need no specialist knowledge of on-line delivery tools. They should be free to focus on content only and yet be capable of publishing on-line at will. Organisations make extremely inefficient and expensive use of word processors. All repetitive or difficult tasks should be automated. Automation should be applied organisation-wide.
Most organisational staff have no training at all in business writing for on-line delivery.
Decision-makers must understand that you cannot document everything. Unnecessarily large documentation sets are intimidating, difficult to navigate, and unnecessarily expensive to maintain. The goal should be to maintain a high-quality minimum .