At Apple, I worked for a group that was charged with revamping the "Support" tab part ot the Apple website. I was given an Excel spreadsheet of about 20 pages of changes and fixes that needed done ASAP. At the same time, I was also asked to rewrite some of the content copy to direct users to the Forum, where supposedly all of their questions would be answered, all of their problems solved, thanks to the Apple community of users.
Ironically, the Forum users had one complaint: that they were on their own where Apple technical support was concerned.
I was happy to do anything that was asked of me, as long as I could be allowed to use the tools that I felt were appropriate for the task, like using Google to do string searches, instead of TextPad. Unfortunately, that was not the case. Typically, non-technical people always want to tell technical people how to do things.