What do users really want from computer documentation?

Information is typically the lowest rated component when measuring overall satisfaction of a software product. A survey is initiated to determine what aspects of documentation are frustrating or upsetting to computer users. The objective is to have customers define the problems as they perceive them. The methodology used, i.e., how the focus group approach enhanced the development of the actual questionnaire, is described. The major findings of the study that provide developers of computer documentation with insights and practical advice on how to improve the quality of the documentation they create are summarized.