Duct Tape Technical Writers
http://www.idratherbewriting.com/2009/09/28/duct-tape-technical-writers/

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

Abstract:

In reality, the user just wants a brief, clear explanation of a concept or task. The user will glance and skim — reading behaviors hardly worthy of the elitist grammarian who argues the finer points of “which” versus “that” in restrictive clauses.