Reading Usable Help
@UsableHelp on Twitter
Gordon R. Meyer
A peek inside Office Online Assistance
A Center for Information-Development Management interview with Janet Hepler and Rob Ashby of Microsoft provides many interesting insights into how to best take advantage of "connectedness" with your documentation customers. The Office team describes how they use Internet-based documentation to draw customers into a conversation, or at least allow users to provide direct and useful feedback to the documentation team, all without being overbearing. The comments about what they found useful, and how the writers approached the new tools and processes, are also useful if you're embarking on a similar project for your own products.