Keys to Being a Trusted Source of Information
http://www.gryphonmountain.net/archives/techcomm/keys-to-being-a-trusted-source-of-information

Minson, Benjamin
Gryphon Mountain
2009

Abstract:

The issue of building trust with the audience is core to technical communication. If the user doesn’t trust your instruction, it’s worthless—no matter how well researched, thought out, and reviewed it is and how much time, effort, or problems it will save.