Going into the Field
http://blogs.msdn.com/harrymiller/archive/2006/08/29/730608.aspx

Miller, Harry
Microsoft
2006

Abstract:

Writers can increase the value of their documentation by visiting customers where the customers work and seeing what they are doing. It's easier to write targeted topics when you know what readers need. Ann Beebe, User Education manager for Visual Studio, gave me two examples of writers who went into the field and discovered how the customer's experience can be very different from the experience in the development team.