First contact: Talking to your documentation users

You've never met them before. To you, they may represent the unknown and the strange. They view things differently, and their ways may seem almost alien. Yet you are supposed to serve their needs. They are your customers. Isn't it time you make...First Contact? Writers and editors at Cadence Design Systems, Inc., an electronic design automation company, have crossed the great expanse that separates information developers from users. In this paper, we share lessons learned and invite you to being your own voyage of discovery.