Integrating End-User Support Into New Software
http://www.stc.org/confproceed/1997/PDFs/0161.PDF

Timpone, Donna
STC Proceedings
1997

Abstract:

Most writers have little or no control on how their online support is integrated into the product. Except for contextsensitive links, most help systems, online manuals, and tutorials are standalone applications. This separation negatively impacts the usability of the product. Technical writers need to insist on integrating their support material into the product ifthey are to achieve Day-One Performance.