Rethinking User-Centered Information Development
http://www.stc.org/confproceed/1995/PDFs/PG429.PDF

Stertzbach, Lori A.
STC Proceedings
1995

Abstract:

Often in the computer industry there is a tendency to provide information about the features of a system. However, customers usually purchase the system based on knowledge of its features, when they receive the product they need information on how to accomplish tasks. Developing task-oriented information requires a shift in perspective from what the computer technology can do, to what your customers want to do with the technology. The resulting information must be usercentered rather than feature-driven. These types of customer requirements demand afresh development approach.