How Do Experts Assess Usability Problems? An Empirical Analysis of Cognitive Shortcuts
http://www.ingentaconnect.com/content/stc/tc/2009/00000056/00000002/art00005
  access restricted (by the publisher) to members/subscribers/customers only
  peer-reviewed

Lentz, Leo and Menno D.T. de Jong
Technical Communication Online
2009

Abstract:

Discusses the cognitive shortcuts that may hinder technical communicators in empathizing with readers. Explores the issue of judging the severity of problems detected in a document evaluation. Demonstrates how cognitive shortcuts may affect technical communicators' capability to assess the likelihood and impact of reader problems.