Hidden Factors of Documentation Quality -- Part 1
http://www.stcboston.org/archives/articles/hiddenfactors.shtml

Sesnovich, Bruce A.
Boston Broadside
1993

Abstract:

The first impulse of many documenters is to turn our work over to editors and graphic designers, or to form committees and develop style guidelines. All of these measures are useful, but none can assure us of quality when there are basic problems with the way we go about producing documentation.