Designing and Writing to Reduce User Errors
http://www.stc.org/ConfProceed/2003/PDFs/STC50-069.pdf

Albers, Michael J.
STC Proceedings
2003

Abstract:

A vast majority of documents (I consider print and online as documentation) often works to define the optimized error-free method of performing a task and provides a user with a straightforward solution. However, the user expects documentation to help solve problems and address errors. Thus, attention must be paid to potential problems users can have and how to correct them. Errors have different causes; the information designer should understand the potential types of errors since properly addressing each type requires a different approach in the design and documentation.