Give Them Printed Documentation, Too!!!
http://www.tc-forum.org/topicus/ru31give.htm

Starr, Mike
TC-FORUM
2002

Abstract:

The current trend among technical communicators is a twisted form of minimalism that says the documentation should contain procedural documentation but little or no reference documentation. I believe that this trend is a disservice to our customers and tends to increase technical support costs because customers subjected to this form of documentation have little or no access to the information they need. If it’s not there, they can't find it.