How to Stop Writing Documentation and Start Working for Your Users  

How do you stop writing documentation and instead give people the information they need to use a product? You start by understanding your users: their level of expertise, the tasks they need to accomplish, and the problems they are likely to run into. Then you can help them do their work by presenting the information from their point of view and focusing on real tasks, rather than product functions. With this background, you can develop information that is easy to understand, easy to find, and visually effective.

Bergen, Karen A. STC Proceedings (2001). Articles>Documentation>User Centered Design

OOBE Project: A Case Study in User-Friendly Hardware  

Many people can't even program their VCR, let alone set up a new PC. As part of an industry-wide response to this problem, Epson America came up with the Users Digest. We hoped it would grab users' attention and hold it long enough to get them up and running without calling tech support. This paper relates the history of the User k Digest andprovides a guided tour of this innovative document.

Bergen, Karen A. STC Proceedings (1997). Articles>User Centered Design>Usability