I'm running an "defect fixing" group (developers do 2 weeks operations, then rotate).
I want to build up a documentation "how to deal with problem x" - basically a decision tree:
Is the problem in part x of the web site?
Yes: Is the problem occurring in all browsers?
Yes: ... No: ...No: ...
The documentation should be written and extended by the people using it. Do you know of any book/article describing how that is best done, or is there a software (Mac OS X) that helps doing that?