Taking Advantage of Reflexive Responses
http://www.geoff-hart.com/resources/2001/reflexive.htm

Hart, Geoffrey J.S.
Geoff-Hart.com
2001

Abstract:

None of us likes to admit that we have conditioned reflexes that override our higher cognitive abilities, yet such denials notwithstanding, each of us does occasionally respond without thinking something through clearly. As technical communicators, it's important for us to accept this fact of human nature and plan for it in our documentation, and to work with the developers of the products that we document to both take advantage of the helpful reflexes and find ways to ward off the harmful ones.