The Importance of Documentation
http://www.ibm.com/developerworks/web/library/wa-cranky34.html

Seebach, Peter
IBM
2003

Abstract:

Computer documentation is shoddy, or more often absent. Missing information amplifies usability problems, leaving users stuck calling unfriendly technical support lines. In this installment of The cranky user, Peter Seebach explains what's missing in the documentation effort and why it is gone.