It needs to be balanced - if something is documented then you can just point them at it.
But people you've done favours for are more likely to do them for you too. And that's a major force multiplier when it comes to your own goals.
But people you've done favours for are more likely to do them for you too. And that's a major force multiplier when it comes to your own goals.
And the same thing about going out of your way to help out end users, it just ends up being expected of you and if the next time you say no they might raise a stink and get you into trouble, either for not following process the first time, or for causing a bad and inconsistent user experience by NOT helping them the second time.
It's easier to just do what's expected of you and nothing more, nothing less.