An Information Make-Over for Performance Centered Design
http://www.stc.org/confproceed/2000/PDFs/00053.PDF

Battle, Lisa H.
STC Proceedings
2000

Abstract:

Technical communicators have long harbored a secret that we are reluctant to admit to outsiders: Users don’t like reading manuals. They do it only as a last resort. Even online help systems, which we originally hoped would be easier to use, have not met with great enthusiasm among users. It’s an all-too-common dilemma – there is a lot of information that could be explained, but users struggle along as best they can without it. Part of the problem has always been that users are reluctant to leave their work to seek information -- and rightly so. They have work to do and deadlines to meet. Even if your manual or online help contains a wealth of useful information, it takes them away from their work and interrupts their train of thought. If they do try to use it, the help window typically overlays the interface and adds its own set of navigation, resizing, and searching issues.