Learning at Work: The Role of Technical Communication in Organizational Learning
http://www.ingentaconnect.com/content/stc/tc/2003/00000050/00000002/art00010
  access restricted (by the publisher) to members/subscribers/customers only
  peer-reviewed

Wahl, Scott
Technical Communication Online
2003

Abstract:

Concludes that technical support is an important audience for customer documentation and a source of knowledge. Proposes that technical communicators produce documentation that meets the needs of technical support and taps into that knowledge.