People will avoid certain types of information they need:
An information retrieval system will tend not to be used whenever it is more painful and troublesome for a customer to have information than for him not to have it.
How do you get people to find information they do not want to find?
Mooers Second Law of Documentation:
In the same manner that color samples provide a test for the detection of color blindness in a person, the descriptor technique provides a means for the detection of the "word-bound" or "idea-blind" person. Such detection is important because a word-bound person may not be able to provide idea-based (word-independent) retrieval service of the kind which is most congenial and most desired by the non-word-bound part of the population. - source
The concept sure highlights the need for writing to the audience the way they speak and think.
Calvin Northrup Moores background - learn more about the man who coined the term Information Retrieval
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