How Do Experts Assess Usability Problems? An Empirical Analysis of Cognitive Shortcuts    

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.

Lentz, Leo and Menno D.T. de Jong. Technical Communication Online (2009). Articles>Usability>Assessment>Cognitive Psychology