The Key for Effective Documentation: Answer the User's Real Question
http://www.stcsig.org/usability/newsletter/0505-effectivedocs.html

Albers, Michael J.
Usability Interface
2005

Abstract:

To successfully communicate to users, documentation must do more than meet the user’s information needs, it must present the information in the same way the user processes the information. The design of software and it accompanying documentation must be reconceived so that the design is done from the problem-solver’s point of view.