> It rarely becomes a source of career hindrance or long-lasting judgement, it just ends up being useless because there's not a lot of incentive for the expert side of the equation.
Yeah, the incentive structure for something like this is totally misaligned for this to work effectively in many cases outside of a very small, tight-knit team. (In which case... why the formality in the first place?)
For the "juniors": Why waste time digging through documentation, searching, or thinking--I can just post and get an answer with less effort.
For the "seniors": I'm already busy. Why waste time answering these same questions over and over when there's no personal benefit to doing so?
Sure, there are some juniors that will try and use it as a last resort and some seniors that will try their best to be helpful because they're just helpful people... but I usually see the juniors drowned out by those described above and the experts turn into those described above.
I think we _could_ come up with something that better aligned incentives though. Spitballing--
Juniors can ask a question. Once a senior answers, the junior then takes responsibility for making sure that question doesn't need to be answered there again--improving the documentation based on that answer. Whether that's creating new documentation, adding links or improving keywords to help with search, etc. That change then gets posted for a quick edit/approval by the senior mainly to ensure accuracy.
Now we're looking at something more like:
For the "juniors": If I ask a question, I will get an answer but it will create additional work on my end. If I ask something already answered in the documentation that I could have easily found, I basically have to publicly out myself as not having looked when I can't propose an improvement to the documentation. And that, fairly, is going to involve some judgement.
For the "seniors": Once I answer a question, someone is going to take responsibility for getting this from my head into documentation so I never need to answer this again.
This has an added benefit of shifting some of the documentation time off of the higher paid, generally more productive employees onto the lower paid, less productive employees and requiring them to build out some understanding in order to put it into words. It may also help produce some better documentation because stuff that a senior writes is more often going to assume knowledge that stuff a junior writing may think to explain because _they_ didn't know it. It also means that searching in the Slack/other channel, any question you find should end up with a link to the documentation where it's been answered which should help you discover more adjacent documentation all of which should be the most up-to-date and canonical answer we have.