I put a lot of work into writing up decent documentation and SOPs and making them available. Does anyone read them? Pfft, not if my work chat history is any indication. Constantly getting pinged for basic-ass questions I’ve already answered thoroughly when I wrote up the docs and SOPs.
And I’ll go ahead and make sure you get another copy of that memo. Mm-Kay?
This. If you give them the answer, you’re just shooting yourself in the foot. The most you should do is direct them to the documentation. You need to train them to consult the documentation. If they ask you and you don’t immediately give them the answer, they’ll (slowly) learn not to bother asking you. The same goes for other things like getting them to put in a ticket. Hold firm, or the users will never learn.