How to Write Help Documentation: Insights from Yahoo! and QQ's Help Docs

Both Yahoo and QQ treat customer service (with the help documentation being an important part of it) as a product. Yahoo is evidently more thorough and meticulous in this aspect; Tencent is also working on it, but it's still quite rough. Apart from Tencent not having achieved the necessary standardization in website layout, design, and interaction, it might also be related to the strong independence between different business lines within Tencent and the lack of overall management coordination.