I Know What You Need to Know: Is that User Centered Documentation?
http://www.tc-forum.org/topicus/ru18ikno.htm

Bock, Gabriele
TC-FORUM
1999

Abstract:

Quality management is forcing technical communicators to meet the challenge of writing user-centered documentation. Adequate preparatory work would be to categorize potential users according to experience, knowledge, tasks to be performed, and other use-relevant features. Users' requirements and requests should then be incorporated into the document's design.