@article {Lentz:May 2009:0049-3155:111,
	author = "Lentz, Leo",
	author = "De Jong, Menno",
	title = "How Do Experts Assess Usability Problems? An Empirical Analysis of Cognitive Shortcuts",
	journal = "Technical Communication",
	volume = "56",
	year = "May 2009",
	abstract = "<B>Summary</B> <P></P> <P></P>Discusses the cognitive shortcuts that may hinder technical communicators in empathizing with readers<P></P>Explores the issue of judging the severity of problems detected in a document evaluation<P></P>Demonstrates how cognitive shortcuts may affect technical communicators&#39; capability to assess the likelihood and impact of reader problems",
	pages = "111-121(11)",
	url = "http://www.ingentaconnect.com/content/stc/tc/2009/00000056/00000002/art00005"
}