Newsletter intro paragraph
Intro paragraph for a weekly newsletter — sets the issue's tone and gets the reader past the preview.
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Subject: Why I deleted half our help-centre articles
On Tuesday I spent four hours archiving 140 outdated help-centre articles. By Wednesday afternoon, our support ticket volume had dropped 18%. The deletion-as-feature instinct that engineers have for code, it turns out, also applies to documentation — and most teams I know are sitting on a help centre that hurts more than it helps.
This week's piece digs into the hidden cost of stale docs: why they make support harder, the framework we used to decide what to archive vs. update, and what actually changed after we shipped the cleanup.
Also in this issue: a short piece on why I think 'AI-first support' is mostly the wrong frame, and the usual five links worth your time.