Know Your Audience and Their Needs
http://gooddocuments.com/techniques/audience.htm

Bricklin, Dan
Good Documents
1998

Abstract:

When putting together a web document, understand who your audience will be and what their needs and motivations are. Use this information to decide how to organize and present the information. You need to answer questions such as: How much time will they spend with this document? Will they read all of it? Do they want to be amused? What questions will they be asking of the document? Will they read different parts at different times? Will they use the document as reference material?