Documenting User-Centered Design Best Practices
http://www.stc.org/edu/55thConf/download.asp?ID=116

Bachmann, Karen L.
STC Proceedings
2008

Abstract:

When initiating or expanding the role of user-centered design (UCD) in an organization, consider documenting UCD best practices as they fit within existing processes and the best practice of other areas. Such documentation communicates the role and value of UCD throughout the organization in terms familiar to your organization. Because what best practices means varies from company to company, there is no single way to do this. Here are some questions to consider.