As technical communicators we need to understand the types of questions users ask, when and why.  Check out a way to outline the types of questions end users ask from the perspective of the searching user. 

Technical communicators answer various types of user questions. But, since we often work in parallel to product development, we must predict the questions. To do so, we need to understand the types of questions users ask, when and why.  In this article, part 5 in the Designing for the Searching User series, I walk through a typical user scenario to illustrate how to outline the types of questions end users ask from the perspective of the searching user.   Read more...