First Contact: Talking to Your Documentation Users  

You've never met them before. To you, they may represent the unknown and the strange. They view things differently, and their ways may seem almost alien. Yet you are supposed to serve their needs. They are your customers. Isn't it time you made first contact? In this paper, we share lessons learned and invite you to being your own voyage of discovery.

Macdonald, Kyla and Judith Rachel. STC Proceedings (1998). Articles>Documentation>User Centered Design