Placing Value on User Assistance
http://dev.uxmatters.com/MT/archives/000273.php

Hughes, Michael A.
UXmatters
2008

Abstract:

User assistance writers are often the Rodney Dangerfields of the UX world, bemoaning the fact that we don’t get any respect. I think the real problem is that user assistance folks are not particularly good at communicating the ways in which we add value to an enterprise. This column explores two models that show how user assistance adds value and how we can communicate that value to those who pay our salaries—something I would like to encourage other user assistance writers to do.