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Research
8 min read
What we learned from 40,000 unanswered questions
Most unanswered questions are not hard. They are missing a document nobody wrote down.
Mira Castellanos
Across pilot teams, about one question in seven could not be answered from the sources connected.
Three causes
Some answers lived in people’s heads. Some were in a tool we were not connected to. And some contradicted each other, so the honest answer was ‘these two documents disagree’.
What teams did
The review queue turned these gaps into a to-do list. Owners wrote the missing page once, and the same question stopped coming back.
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Research
What we learned from 40,000 unanswered questions
Most unanswered questions are not hard. They are missing a document nobody wrote down.
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