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The User Interface Engineering article reports on the findings of a study of the user of systems documentation. By observing users in their working environment, UIE found that users did not rely on just one source of information, but used many. They also found that small problems with online documentation significantly undermined the user's perception of the trustworthiness of the information. (2000-06-11)
The link address is: http://www.uie.com/articles/documentation/
