Creating Award-Winning Computer Servicing Documentation
http://www.stc.org/confproceed/1999/PDFs/stc-113.pdf

Nelson, Dennis T. and Donald C. Phippen
STC Proceedings
1999

Abstract:

Creating award-winning computer servicing documentation involves knowing something about customer service engineers, what content to provide, what kinds of art work best in different contexts, and differences in producing hard copy vs. online documentation. If you want to move from writing software or marketing documentation, find a good mentor to help you gain experience with these elements.