Emotional States of Computer Users in Times of Frustration
http://www.idratherbewriting.com/2009/03/02/emotional-states-of-computer-users-in-times-of-frustration/#more-3047

Johnson, Tom H.
I'd Rather Be Writing
2009

Abstract:

If there’s one undeniable characteristic of the frustrated computer user, it’s that her patience is gone. She will not be slowly flipping through the user manual. Notice her jerky movements. If she turns to the help (which she doesn’t here), she’ll search for keywords, skim rapidly, click quickly from topic to topic. As we write for users in this state of mind, we have to remember the hurry.