Reducing Complexity in Documentation
http://www.stc.org/ConfProceed/1993/PDFs/Pg442.pdf

Roscoe-Iverson, Ellen
STC Proceedings
1993

Abstract:

With more emphasis being placed on customer satisfaction, technical writers need to focus on information strategies that will lead to happier customers. The complexity of the information is one common complaint of customers. Writers need to understand what customers think is complex. Then, writers need to develop strategies to combat these complexities.