When Trust Becomes a Characteristic Flaw in a Project
http://www.idratherbewriting.com/2008/12/11/when-trust-becomes-a-characteristic-flaw-in-a-project/

Johnson, Tom H.
I'd Rather Be Writing
2008

Abstract:

As hard as it may seem, lesson one of technical writing is to break the rules and contact the end user. Conduct a mini-ethnography. Sit with the users. Call them on the phone. Send them emails. Do not let it get to the point where you feel you must go through the PM to communicate with the end user. As hard and uncomfortable as it may be, the consequences of not talking to the end user can be crippling to your help.