It's a bit tricky :)

These days the dynamics have changed a lot.

If someone has a problem with a program, or wants to know how to use something, they will go to some online source to find their answers - often a forum, or perhaps a wiki.

There is such a vast amount of information available on the internet that it isn't really worth the developer's time to try provide users with all the content they need, when it is already available through another source.