We're currently doing an agile project where the customer is less agile than what we actually hoped for (he stays with waterfall). Also, while an official requirements specification exists, it is unfortunately not updated by the client (timing problems, whatever), so, our current process to get information we need looks like this:
- to get the requirements right we collect questions to the "epics" we identified in a Wiki (Confluence)
- for each epic, we export these questions to a Word file and send them to the customer
- the customer comments on these questions and sends them back
- we copy-over the comments from the Word file back into the Wiki and further comment on them or close the questions, eventually we send updated epic exports back to the client
The reason why we try to keep these information in the Wiki is because we would like to have one central, searchable place where all the project requirements are clarified and described in detail (no Word document hell). Furthermore, we currently write our system specification in the same Wiki as well, which gives us the ability to reference customer answers / requirements to the functional requirements we define and much more.
Obviously though there is at least one problem with this approach: The hand-copying of answers and the exporting of question catalogues over and over again. This, paired with the problem that some kind of "external" agreed document must always exist to reference later on in case stuff goes wrong, is a major headache for us.
I know people used Action Item lists for these kind of things in the past, but this does not at all fit our information finding expectations. On the other hand, a Wiki, by its nature being able to be edited at any time, surely will also not match the "agreed document" requirement.
So, what are some valid techniques to do these things better (proper tool support even?!) or have you already ran away after you read the first paragraph of this question?