Use headings and lists. Readers can be intimidated by dense paragraphs and “walls of text” uncut by anything other than a blank line now and then

Use special typography, and work with margins, line length, line spacing, type size, and type style

Technicians: People who build, operate, maintain, and repair the items that the experts design and theorize about

Experts: People who know the business or organization

Your documents must clearly convey new information to the reader, and you often need to translate highly technical concepts to groups with differing levels of technical knowledge

including background, needs and interests, culture and values, and demographic characteristics

a secondary audience—other audiences that are likely to read the document, but who are not the main focus.

primary audience—the main audience for the document