Is Online “lnline” with Your Users’ Needs?
http://www.stc.org/confproceed/1997/PDFs/PG289-.PDF

Kroeber, Kurt A. and David L. Kelley
STC Proceedings
1997

Abstract:

In preparation for the next release of our flagship so~are product, the International Publications Department at Waters Corporation wanted to assess the usefulness of our current product software documentation with the idea of moving the next generation of documentation in the direction requested by our customers. Based on extensive customer contact, we formulated a plan to dramatically revamp the documentation, namely to replace the paper user’s guides and transform our existing online Help into a comprehensive Online User’s Guide.