Redesigning a Pubs Group Around Fundamental Business Concepts
http://www.stc.org/confproceed/1994/PDFs/PG376377.PDF

Elser, Arthur G. and M. Kristine Manlove
STC Proceedings
1994

Abstract:

When large, high-tech organizations downsize, one of the groups that gets a hard look is the pubs group. Often considered a support function that 'just provides those necessary evils, the manuals,' a redesigned pubs organization built around fundamental business concepts like profitability and customer success can become a leader in helping the larger organization achieve success.