Grassroots Documentation
http://www.stc.org/intercom/PDFs/2003/200311_02.pdf

Martin, Maurice
Intercom
2003

Abstract:

We often hear how the Web can be used to deliver technical documentation. But have you ever thought about the Web as technical documentation? When dozens, or perhaps hundreds, of people, all using the same product, start posting tips and solutions to problems on different Web sites, the entire Internet becomes a kind of crude users’ manual.