Trust me, your readers (users, customers, clients) do not read your documentation or on-line Help for fun. Usually, documentation or Help is the last step before they pick up the phone and call Customer Service.

Users are thumbing through your documentation because they want to learn something or they are searching for an answer to solve a problem. Usually, they just want to find out how to do something in your software.

The question is, are you, intentionally or unintentionally, making it hard for them to find what they want? If so, do you really not want them to do business with you again?

Remember, your software is not their job. Your software is a tool they use to do their job. Your software should help them do their job faster, easier, and more efficiently. Good documentation will do that for you...and them.