Proceedings of the 30th ACM international conference on Design of communication
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Technical communicators often document products that are used in complex technical and business domains. Traditional minimalist and task documentation works well for teaching the basic use of the tools, but at some point, many users need more information to help them make complex decisions about using the tool. We need to involve customers as partners on development teams to help design the product for ease of use and the documentation for ease of learning to use the tool for complex decision making. Researchers need to study how expert users integrate tools into their decision-making processes to provide the rationale and strategies for best documenting these complex uses of the tools.