Writing for Expert Systems: A New Frontier for Technical Communicators
http://www.stc.org/confproceed/1995/PDFs/PG296299.PDF

Casey, Margot B. and Joan Lohmann
STC Proceedings
1995

Abstract:

Expert systems that use knowledge bases to find quick and accurate answers for customers are growing in popularity. Our experiences in writing knowledge bases for a large customer help desk have led us to believe that technical communicators are well suited for the job of “knowledge engineer.” We have used our technical writing skills to interview experts in an area, gather information from them, and then organize and write the information in a way that non-experts can use it.