[rwilsonperkin]

Our documentation is split up between markdown files in-repo and a wiki (Confluence) with lots of assorted information. Interestingly we do the same kind of thing with an "experts" list, but with a focus for on-call engineers so they know who to contact if something's broken.

A lot of people still have a natural inclination to just post their questions in chat - probably because it's lower friction than typing up a question and then posting that in chat. We've been trying to shift this by re-posting people's questions in SO and answering them there. It's been mostly helpful, but I'd say we still have a ways to go in shifting people towards SO.