https://www.stoutner.com/why-i-insist-people-use-the-forums-and-issue-trackers/
Many users ask questions similar to what has been asked before. In the early days, I used to write email after email after email explaining the same things to different people. I also answered questions in various forums across the internet. I eventually realized that wouldn’t scale very well, partially because when a user asked a question I had already answered sometimes the location of the answer was private, so I couldn’t just link them to it.
Similar to what I’ve started doing. I’d say this entire approach is applicable in many settings – if you want to scale, information and communication needs to be transparent and searchable. Otherwise, information dies and you just keep doing the same things over and over.