The days of the paper manual are over. Many devices, like the iPhone, don’t even ship with manuals anymore. While this is definitely an improvement, no one has ever claimed corporate websites are well designed. There’s a little skill involved in tracking down an instruction manual!
This is the challenge I have pursued and conquered for the past 8063 days (22 years, 3 weeks, 6 days) as a technical writer. I could write the very best documentation, choose the very best words, choose the very best help authoring tool, and choose the best format to present the content to the audience, but if the user of said documentation cannot find what they need, it's an ineffective exercise and an ineffective use of my time.