The Challenges of Open-Source Documentation and Training
http://www.theopenenterprise.com/story/TOE20021007S0001

Smith, Tom
Open Enterprise, The
2003

Abstract:

There are at least two important issues that are closely related to the open-source software support questions we raised in part 1 of this look at open-source practicalities: documenting the software and training people to use it. With a traditional, commercially licensed product, documentation is as simple as obtaining a hard copy, a CD or going online to get all the details needed from the software's developer. Or, if something is missing, using support from the vendor to get questions and issues resolved.