Marketing creates enthusiasm for a product, but informative, intuitive manuals usher users from that enthusiasm to satisfaction. Even if a program is as slick as the ads suggest, you'll be sorely disappointed if you can't make it do what you want. Truly helpful help screens will ease the transition to a new work flow and new performance requirements. Pair that with a sympathetic trainer who will note concerns and bring them back to the programmers, and your employees might even begin to like the new application they're required to learn. Knowledge I alluded earlier to what I know about writing.
Users consult a manual when they want to learn how to accomplish something.
If I can't stand to read through it a third time, it needs to be rewritten. Use simple words. Talk like a real person. Use the medium. If you're creating on-line help, link as often as possible.