Weaning Your Audience Off a Paper Diet
http://www.stc.org/confproceed/1996/PDFs/PG411413.PDF

Huth, Elizabeth Ann and Kevin J. Schmidt
STC Proceedings
1996

Abstract:

The transition to an on-line documentation system was not without its obstacles–obstacles of an emotional, rather than of a technical or administrative nature. We realized that as technical communicators, we must also consider the emotions of our audience or users, particularly the emotional issue of change, when making the great technological leap to electronic documentation.