This research focuses on the self-reported use of owner's manuals for automotive vehicles.
The results indicate that owner's manuals are frequently not read. Nevertheless, people …

Today's technical software users find a wide variety of content online, from videos to forum
posts to online articles. This study examines the extent to which the genre of this content …

Almost a decade ago, Walkowski's (1991) study of the interaction between subject-matter
experts (SMEs) and technical writers focused on the perceptions of software engineers …

The technical communicator's job has changed from creating a document to creating
information appropriate for a communication situation with multiple user groups and highly …

Nobody reads documentation. If they did, the developers of hardware and software systems
would surely strive to create support materials that meet the high standards they have set for …

This article considers why users of popular software packages choose to find answers to
their task problems on user forums rather than in official documentation. The author …

In this article, I introduce the reader to the customer contact center industry and to
technicians who staff the phones for countless credit card companies, banks, and help desks …

Document design is an essential part of print, and more recently, web documents, but recent
application to the usability of document design in the current iteration of online help systems …

This dissertation introduces LemonAid, a new selection-based crowdsourced contextual
help approach, and investigates the larger social and organizational factors of software …

ACM Journal of Computer Documentation February 2000/Vol. 24, No. 1 experimental group
has access to introductory materials and extra guidance such as a center for managing …