specific site visit example (Hackos and Redish?)

[Amanda Nance <Amanda -dot- Nance -at- VITALPS -dot- COM>]

Some time over the past year, I read a case study that illustrated the
importance of site visits. I believe it was in Hackos and Redish's User and
Task Analysis. I am looking for the example and can't find it. Can anyone
help? Here are the details as I remember them:

Someone was creating internal documentation for support technicians or some
other type of technical person within the company. A very large, detailed
document was created. Then, the writer found out that all the technicians
needed was a quick reference card because of their expertise in the area.

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