What Users Don’t Care About
http://www.idratherbewriting.com/2009/07/11/what-users-dont-care-about/

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

Abstract:

Part of the problem in our attempt to demonstrate value is that our help deliverables look the same as they did 15 years ago, more or less. Online help and a PDF manual. It’s not a format that engages users. The web marches forward with innovation after innovation, while the technical communicators are figuratively hunched over keyboards, staring at CRT monitors, wearing 1950s horn-rimmed glasses, typing away.