It's a People Thing: The Switch to Reader-Centered Documents
http://www.impact-information.com/impactinfo/usercentered.htm

DuBay, William H.
Impact Information
2003

Abstract:

One of the central causes of poor writing is a lack of a thorough understanding of the audience. What are the problems that readers have to solve, and how can we help them? Too many writers believe that people will understand what they have written just because the writers themselves understand it. Good writing always begins with a study of the readers' reading skills, their actual physical situation, the problems they face, the motivation they need, and the actions they need to take.