Personas and the Technical Communicator
http://www.stcsig.org/usability/newsletter/0610-personas.html

Hart, Geoffrey J.S.
Usability Interface
2006

Abstract:

What's the problem with personas? They're a new concept to many communicators, and thus sufficiently unfamiliar to make them difficult to use. To help solve this problem, I developed a couple of personas to show you how it's done, and illustrate their implications for documentation.