For the first three years of the millenium, I worked as a technical documentation specialist for what was then an early-stage startup, DataCore Software. Our core product, SANsymphony, was an operating system for storage. Our first users were UNIX administrators who were used to managing storage by doing the best they could with what they had. They’d never done anything like what you could do with SANsymphony. No one had. So they didn’t just need step-by-step procedures, they needed conceptual introductions in order to understand what they were doing. Documentation was critical.