Once you see that an answer is not serving its question properly anymore, it should be tossed away. It's just their natural life cycle.
They usually kick and scream, raising one hell of a ruckus when we ask them to leave. Especially when they have been with us for a long time.
You see, too many actions have been based on those answers. Too much work and energy invested on them. They feel so important, so full of themselves. They will answer to no one. Not even to their initial question!
The hardest thing about customer interviews is knowing where to dig. An effective interview is more like a friendly interrogation. We don’t want to learn what customers think about the product, or what they like or dislike — we want to know what happened and how they chose... To get those answers we can’t just ask surface questions, we have to keep digging back behind the answers to find out what really happened.
Dame Wendy Hall, at the University of Southhampton, sought to extend the life of the link further in her own program, Microcosm. Each link made by the user was stored in a linkbase, a database apart from the main text specifically designed to store metadata about connections. In Microcosm, links could never die, never rot away. If their connection was severed they could point elsewhere since links weren’t directly tied to text. You could even write a bit of text alongside links, expanding a bit on why the link was important, or add to a document separate layers of links, one, for instance, a tailored set of carefully curated references for experts on a given topic, the other a more laid back set of links for the casual audience.