How to Publish a Great User Manual
http://www.asktog.com/columns/017ManualWriting.html

Tognazzini, Bruce
Nielsen Norman Group
1998

Abstract:

When was the last time you curled up in bed with a really good user-manual just for the sheer joy of reading it? Never? Think that is some immutable law of nature, like the one that dictates all textbooks must be dull as dirt? 'Tain't so, McGee.