The page everyone mentions and nobody points at
We had seventeen articles about QR ordering. Not one of them linked to the page that explains QR ordering. The same gap turns up in venues, between the thing staff talk about all day and the place it is written down.
We keep a list of the pages that explain each part of the product, and we check now and then whether our own writing points at them. Last week's check said the ordering page was the thinnest — one link across the whole journal — and concluded there was nothing on file to draw on, so the fix would have to be a new article.
Then somebody counted the tags. Twelve posts tagged QR ordering, five more tagged Ordering. Seventeen pieces already written on exactly that subject, and every one of them linked to the ordering page zero times.
No new article was needed. The material had been there for weeks.
The expensive part was the note, not the gap
The gap was half an hour's work. What nearly cost a day was the sentence in our own notes saying there was nothing to draw on — written in good faith, never re-checked, and quietly authoritative enough that the next person would have believed it and started writing filler instead of looking.
A note that closes a question is worth more scrutiny than a note that opens one, because nobody goes back to it.
What we actually changed
Four of the seventeen got a closing line pointing at the ordering page, and each line says something different — what a guest meets after tapping a vendor card, how one basket spans several kitchens, where the allergy prompt sits in the flow, what the menu carries besides its language. Four identical sentences would have been a footprint rather than editorial. The other thirteen were left alone: they are about reports, comparisons or menu admin, and a link there is padding.
Where this shows up in a venue
The same shape: the thing every member of staff explains at the counter ten times a night — how the group tab works, why the allergen question comes first, what collection means here — and no sign, no card, no line on the menu that says it. Everyone knows it, so nobody wrote it down where a guest could find it.
Worth an afternoon: list the five questions your staff answer most, then go and look at whether any of them are answered anywhere a guest can see without asking.