Change Blindness: "You See, But You Do Not Observe"
http://rockley.com/blog/?p=57

Rockley Group, The
2008

Abstract:

We can't force people to look at the work we do, but if we want to make them happy, we need to provide them with the information they need in a manner that makes it easy for the top-down mechanisms to work efficiently. It's our job to help them observe, rather than just see.