Changing the Rules of the Game for the Benefit of the User
http://www.idratherbewriting.com/2008/05/08/changing-the-rules-of-the-game-for-the-benefit-of-the-user/

Sokohl, Joe
I'd Rather Be Writing
2008

Abstract:

In this presentation, Joe Sokohl talks about gathering user research prior to designing and implementing your help deliverables.