Results of a Study about Online Experience
http://www.gryphonmountain.net/archives/techcomm/results-of-a-study-about-online-experience

Gryphon Mountain
2008

Abstract:

Users’ “enjoyment” of a site is tied closely to how easily they can find the information they want and stay oriented at the same time. I think this is a given for technical communicators; we know that users want to get answers as fast as possible, and documentation must be navigable.