Building Documentation into the Interface
http://www.stc.org/confproceed/1998/PDFs/00025.PDF

Quesenbery, Whitney
STC Proceedings
1998

Abstract:

As documentation is more and more built directly into the interface, and as technical communicators move into interface design and usability, it is important to have a theoretical framework within which to make decisions about what kind of information will be conveyed at any moment. We can build on basic principles of cognitive psychology to help us make these decisions. We start from a question: Why should users be aware of the difference between interface and documentation when all they want is to get something done?