RTFM Part II, Looking Beyond the Printed Page
http://www.pcworld.com/news/article/0,aid,114078,00.asp

Krasne, Alexandra
PC World
2004

Abstract:

Last month I went through some fairly atrocious documentation. The letters I received from frustrated geeks really drove home the point that bad docs can make what should be a simple, routine, and--dare I say--fun experience, dreadful.