Brokedown Palace Part 2: Workflows for Fun and Profit
http://www.writethinking.net/Articles/Guerilla_WriteFare/gw-9-10-01/gw-9-10-01.html

Knowles, Michael
Write Thinking
2002

Abstract:

If you're going to toss out your user guides, you'd better have a good user interface and concise supporting materials. Workflows can help you both in the design of the user interface and in the creation of job aids for the people who use your product. A workflow is a compact and effective way to describe the flow of any procedure. How many times have you grumbled about the design of a piece of software or Web site that you've been trying to use? Chances are that no one ever sat down to model it using the workflow technique.