On Beyond Help: Meeting User Needs for Useful Online Information
http://www.ingentaconnect.com/content/stc/tc/2001/00000048/00000002/art00008
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  peer-reviewed

Quesenbery, Whitney
Technical Communication Online
2001

Abstract:

It is well accepted that understanding the users and a thorough analysis of their goals and tasks is a prerequisite for usability. To produce a document, online information, or knowledge base that is truly usable, the designer and writer must also consider different user approaches to the information to create it in a form that meets those needs. The underlying technology must also be considered, as it affects the presentation of the information as well as the functionality available to users. To meet user needs for useful online information, all these elements must be factored into the design—and technical communicators must master the skills necessary to make the right choices.