Growing Happy Users -- One Customer at a Time
http://blog.lugiron.com/2009/04/growing-happy-users-one-customer-at-a-time/

Stern, Paula
LugIron Software Blog
2009

Abstract:

Technical writing is a profession in transition. The way companies think of, use, and manage the people who help users make sense of and use products is absolutely changing. A lot of companies have started to use the term “information developer” to describe their technical writing positions. I don’t really care what label the profession chooses for itself, but I do know this: if technical writers don’t transition more than their job title then they will be missing out on a huge opportunity to move from the “gotta do it” category into the “can’t live without it” one.