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One reason that users avoid help documentation is that we, as a profession, have taught them that, as one user told us, "There's nothing good there." For example, when we moved from command-oriented products to those with graphical interfaces, technical information was focused on helping users to understand how to manipulate the user interface. Although that focus made sense during the transition, many writers continue that focus today, 20 years after the transition. In spite of knowing better, we continue to produce huge amounts of help documentation.

As technical writers, we need to recognize that this shift in our audience and move past it to address users where they are. ... We need to write information for users where they are, focused on what they're trying to accomplish, instead of trying to make them read what they don't want to read.

- Developing Quality Technical Information, 제4판에서