Justification for Documentation Testing
http://www.stcsig.org/usability/newsletter/0004-justification.html

Dick, David J.
Usability Interface
2000

Abstract:

Is documentation testing a part of your production process? If not, don't you think that it should be? Generally, Technical Writers work to tight schedules, which often does not include documentation testing because there is no time. Besides, who wants to take the risk of causing a rewrite or correcting product design and not shipping on schedule? Nobody! What is needed is a justification for including documentation testing in the production schedule. In 'Liability for Defective Documentation,' Cem Kaner provides valuable justification for documentation testing to ensure quality. Bad documentation, he says, has a ripple effect on the number of users it impacts such as Product Development, Training, and Customer Support.